Nigel Hemmington

profile image

Dean — Faculty of Culture and Society; Pro Vice-Chancellor International

Phone: +64 9 921 9280


Physical Address:

AUT City Campus, Level 16, AUT Tower, Corner Rutland and Wakefield Streets, 1010

Postal Address:

Private Bag 92006, Auckland 1142, NZ.

Links to relevant web pages:

In these videos, Professor Hemmington argues that commercial hospitality should consider the industry from the perspective of behaviour and guest experiences.

Memberships and Affiliations:

  • Actively involved in the hospitality industry through work with the Institute of Hospitality, (was President in 1997), the British Hospitality Association, and the City and Guilds of London Institute.
  • Alumnus of the University of Surrey, a Fellow of the Institute of Hospitality, a Fellow of the Institute of Continuing Professional Development, a Fellow of the Chartered Institute of Marketing, and an Honorary Member of the City and Guilds of London Institute.
  • Developed a human resource strategy for the Caribbean Tourism Organization.


Nigel Hemmington is Pro-Vice Chancellor and Dean of the Faculty of Culture and Society at Auckland University of Technology (AUT). He is a former Professor and Dean of the School of Services Management at Bournemouth University. Professor Hemmington  was also a Reader and Director of Research at Oxford Brookes University.

His research and consultancy interests are in the areas of consumer experiences, professional development and learning and consumer behaviour in hospitality and tourism.

He has published more than 100 articles and conference papers in academic and professional publications; presenting at international conferences in Paris, London, Philadelphia, Miami, Athens, Dublin, Cyprus, Plovdiv (Bulgaria), Sri Lanka and Brunei. He has been submitted as "research active" in all five UK Research Assessment Exercises to date.

Professor Hemmington is currently interested in the development of the concept of hospitable tourism within the context of the consumer experience and the experience economy. This research has led to consultancy with commercial and industry organisations, including the Carribean Tourism Organisation, where he developed a human resource strategy for the tourism industry.

Professor Hemmington's other research interests are:

  • The development of life-long learning at work
  • The design of frameworks for continuing professional development
  • Measurement and modeling of customer satisfaction in tourism.

Research Areas:

  • Areas of Consumer experiences
  • Consumer behaviour in hospitality and tourism
  • Development of life-long learning at work, the design of frameworks for continuing professional development.
  • Measurement and modelling of customer satisfaction in tourism.


  • "Forecasting UK Inbound Expenditure by Different Purpose of Visit", with Cang, accepted for publication in Journal of Hospitality and Tourism Research, Vol.34 No.2, May 2010.
  • "A Transactional Approach to Brand Loyalty in the Hotel Industry", with Osman & Bowie, International Journal of Contemporary Hospitality Management, Vol.21 No.3, March-April 2009, pp239-250.
  • "Online Communities; and the Sharing of Extraordinary Restaurant Experiences", with Watson & Morgan, Journal of Foodservice, Vol.19 No.6, 2008, pp.289–302.
  • "Drama in the Dining Room: theatrical perspectives on the food service encounter", with Morgan and Watson, Journal of Foodservice, Vol.19 No.2, 2008, pp111-118.
  • "From Service to Experience; understanding and defining the hospitality business", The Service Industries Journal, Vol.27 No.6, September 2007, pp 747-755.
  • "Using Grounded Theory to Model Heritage Visitor Experiences: Methodological and Practical Issues", with Daengbuppha & Wilkes, Qualitative Market Research; an International Journal, Vol.9 No.4, 2006, pp367-388. This paper received the Highly Commended Award from Emerald Literati Network Awards for Excellence 2007.
  • "Satisfying the Basics: Reflections from a consumer perspective of attractions management at the Millennium Dome, London", with Bowen, Paraskevas & Wickens, International Journal of Tourism Research, Vol.7 No.1, 2005, pp1-10.
  • "Competitive Service Quality Improvement (CSQI) a case study in the Fast-Food Industry", with Kim, Lee and Yun, Journal of Foodservice Technology, 2004 No.4, pp75-84.
  • "Managing Customer Expectations – the marketing communications vs service delivery conundrum", with Watson, International Journal of Customer Relationship Management, Vol.5 No.4, 2002, pp271-283.
  • "Customer feedback measurement techniques and their implications for hotels", with Klenert, International Journal of Customer Relationship Management, Vol.4 No.2, 2001, pp103-113.
  • "Key dimensions of outsourcing hotel food and beverage services", with King, International Journal of Contemporary Hospitality Management, Vol.12 No.4, 2000, pp256-261.
  • "Relationship Marketing in the International Hotel Industry; a segmentation based approach", with Osman & Bowie, World Hospitality and Tourism Trends, Vol.1 No.1, pp12-21, 2000.
  • "Barriers and Drivers to Continuing Professional Development; the case of the hospitality industry", Journal of Continuing Professional Development, Vol.3 Issue 1, 2000, pp23-32,