Attitudes at the frontline: profiling service predispositions of hotel workers

Pryce, Josephine (2006) Attitudes at the frontline: profiling service predispositions of hotel workers. In: Proceedings of the 16th Annual CAUTHE Conference, pp. 541-564. From: CAUTHE 2006 Conference: to the city and beyond..., 6-9 February 2006, Melbourne, VIC, Australia.

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Abstract

This study assesses service predispositions of hospitality workers in Tropical North Queensland hotels. It aims to identify attitudes which enable hotel employees to provide quality service. Data was collected from 272 employees from six hotels in Cairns. The Service Predisposition Instrument (SPI) was used to measure work-related attitudinal variables that may contribute to an individual's service predispositions. Significant differences were found at the organisational and departmental levels but, more importantly, similarities between individuals from different establishments indicated the presence of overarching hotel service 'norms'. The service dimensions of 'disposition', 'communication', 'performance' and 'implementation' showed no significant differences and suggests that individual's presentation of these dimension sis consistent across departments, organizations and the hotel industry. These results are of importance as they imply that posited innate attitudes or predispositions necessary for effective service delivery could provide a new focus for hospitality managers when recruiting, training and maintaining staff.

Item ID: 4381
Item Type: Conference Item (Refereed Research Paper - E1)
Keywords: employee attitudes; hotel workers; quality service; service delivery; service predisposition; tourism
ISBN: 0-9750585-1-7
Date Deposited: 24 Nov 2009 05:33
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1506 Tourism > 150603 Tourism Management @ 100%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9003 Tourism > 900302 Socio-Cultural Issues in Tourism @ 100%
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