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

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Christine Elaine Batusin Ilagan
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49 views2 pages

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

sdfa;ke

Uploaded by

Christine Elaine Batusin Ilagan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Challenges in Delivering Services:

The Front-Line Hospitality and Tourism Employee Perspective

Christine Lundberg

AKADEMISK AVHANDLING
Fr avlggande av ekonomie doktorsexamen i fretagsekonomi som med tillstnd av
Handelshgskolans fakultetsnmnd vid Gteborgs universitet framlgges till offentlig
granskning fredagen den 12 februari 2010, kl. 13.15 i Volvo-salen vid Fretagsekonomiska
institutionen, Vasagatan 1, Gteborg.

Abstract
Gteborg University
School of Business, Economics and Law
Department of Business Administration
P.O. Box 610
SE 405 30 Gteborg, Sweden

Author: Christine Lundberg


Language: English
ISBN:978-91-85659-52-4
184 pages
Doctoral thesis, 2010

Challenges in Delivering Services:


The Front-Line Hospitality and Tourism Employee Perspective
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.

Keywords:
Front-line workers, tourism, hospitality, service encounter, critical incident techniques, work
motivation and satisfaction.

Printed in Sweden by Intellecta DocySys, 2010

2010 Christine Lundberg

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