Challenges in Delivering Services: The Front-Line Hospitality and Tourism Employee Perspective

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Lundberg, Christine,1972-Högskolan i Borås,Gothenburg University,Göteborgs universitet,Mittuniversitetet,Institutionen för samhällsvetenskap (-2013),Företagsekonomiska institutionen,Department of Business Administration,Institutionen Handels- och IT-högskolan (author)

Challenges in Delivering Services: The Front-Line Hospitality and Tourism Employee Perspective

BookEnglish2010

Publisher, publication year, extent ...

Göteborg :Intellecta Infolog,2010
printrdacarrier

Numbers

LIBRIS-ID:oai:DiVA.org:miun-12791
ISBN:9789185659524
2077/21806hdl
https://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-12791URI
https://gup.ub.gu.se/publication/111403URI
https://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-3546URI

Supplementary language notes

Language:English
Summary in:English

Part of subdatabase

SwePubSwePub

Classification

Subject category:vet swepub-contenttype
Subject category:dok swepub-publicationtype

Series

Skrifter från Högskolan i Borås,0280-381X ;21

Notes

Disputationen sker fredagen den 12 februari 2010, kl. 13.15, Volvo-salen vid Företagsekonomiska institutionen, Vasagatan 1, Göteborg
Significant challenges are faced by front-line hospitality and tourism employees interacting with customers on a daily basis. These challenges and the ways they are dealt with form the focus of this thesis. As they interact, a range of incidents may arise from highly satisfactory encounters to service failures. It has been argued that in order to achieve satisfactory service encounters, employees need to feel in control, satisfied and motivated as well as being given appropriate assistance, information and training. Front-line employees in hospitality and tourism are focused on here due to the complex nature of the industry. It is commonly agreed that it is characterised by poor working conditions such as anti-social working hours, part-time and/or seasonal work, minimal on-the-job training and low levels of pay. These are all factors which may affect employee work satisfaction and motivation as well as recruitment and retention. The thesis is comprised of four studies. In Study I, hospitality and tourism employee work motivation is analysed. Study II examines front-line hotel restaurant employees’ experiences of service encounters. How the skills utilised by employees during these service encounters are acquired and developed is then explored in Study III. Study IV concludes by examining employee informal information sharing activities, which offer one way of developing these skills. The thesis’ findings paint a more positive picture of work and workers in hospitality and tourism than suggested in some of the earlier published research. This could be explained by the fact that the thesis utilises an employee perspective in its truest sense. The findings of the thesis show that employees are motivated (to large extent by factors that have been pointed out in earlier published work motivation research) and that they are active in the pursuit of developing skills necessary to create satisfactory service encounters. Another conclusion of the thesis’ findings is that the interaction between workers and guests in the service encounter provides an important opportunity for workers to feel satisfied at work.

Subject headings and genre

SAMHÄLLSVETENSKAP Ekonomi och näringsliv Företagsekonomi hsv//swe
SOCIAL SCIENCES Economics and Business Business Administration hsv//eng
SAMHÄLLSVETENSKAP Ekonomi och näringsliv hsv//swe
SOCIAL SCIENCES Economics and Business hsv//eng
Front-line workers
tourism
hospitality
service encounter
critical incident techniques
work motivation and satisfaction
Business studies
Företagsekonomi
Front-line workers
tourism

Added entries (persons, corporate bodies, meetings, titles ...)

Andersson, Tommy D,ProfessorHandelshögkolan vid Göteborgs Universitet (thesis advisor)
Mossberg, Lena,ProfessorHandelshögkolan vid Göteborgs Universitet (thesis advisor)
Edvardsson, Bo,ProfessorKarlstads Universitet (opponent)
MittuniversitetetInstitutionen för samhällsvetenskap (-2013) (creator_code:org_t)

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