Skills, organisational performance and economic activity in the hospitality industry : a literature review

This monograph aims to understand the pressures which push organisations to adopt particular routes to competitive advantage. The monograph aims to discover if the best practice high skill, high wage and high quality route is used in the hospitality industry. It seeks to determine the influence of companies' product market strategies and their in-company and external structural factors on skills levels, work organisation, job design and people management systems. The monograph looked at the notion of best practice approaches and then moved on to consider the best way to carry forward the future research agenda of reviewing the nature of human resource management (HRM) in the hospitality sector. Conclusions were drawn from a range of interviews and from existing work which has sought to address the issue of HRM in the hospitality sector

A CUSTOMER-EMPLOYEE ENCOUNTER: A REVIEW OF CUSTOMER QUALITY CONTROL ON RESTAURANT FOOD SERVICE

Purpose of the Study: The purpose of this study review was to fill the literature gap into the customer quality control on restaurant food and beverage service, with the objective of identifying customer quality control methodologies within the hospitality’s food and beverage operations. Methodology: For purposes of carrying out the study review, the concept of customer employees encounter in the process of not only creating and offering goods and services but also the quality control aspect, and the various methodologies in doing so were considered and reviewed. The study employed a meta-analysis in gathering, analyzing, presentation and discussion of the study results. Main Findings: The study review findings reveal that hospitality organizations are facing a drift from the conventional restaurant standard operating procedures in reference to foodservice quality control with the customer taking a central position in the production and presentation of food services. Limitations: This is a study review and therefore the study findings were arrived at in consideration of mainly secondary sources. Some studies are traditionally region and/ or country-specific and therefore much caution is needed when generalizing the study findings. Social implications: There is a myriad of ways through which restaurant food service quality control can be integrated into the customer employee service encounter. They reviewed three main methodologies in this study review may provide the best tools not only for quality control function but also build confidence among the customer base, thus yielding customer satisfaction and retention on the one hand, while creating business sustainability on the other hand. Originality: This study will, therefore, help the hospitality restaurant business to appreciate the role of customers in the process of quality services provision, thus enable organizations to achieve a strategic business competitive position

The hotel guest questionnaire: an assessment of its role as a service encounter interface

This exploratory study on hotel stakeholder behaviour uses a \u27service innovation\u27 approach to investigate how the hotel guest questionnaire can function in a way not previously considered in the hospitality management literature. viz as a remote service encounter interface between the hotel management and guest. The paper-based guest questionnaire. also commonly known as comment card. is an old hotel tradition that is the most widely used method or guest feedback elicitation by hotels. Primarily a method of measuring guest satisfaction. studies show that its inherent limitations as a survey Instrument result in inaccurate and ungeneralisable data. The trend for e-based questionnaires as a complement to or even a replacement of. The paper questionnaire provides timely impetus for re-evaluation of its role in contemporary hotel management

Drivers of flow and commitment among service workers : an empirical exploration of Goffman’s institutions in the UK Branded Restaurant Industry

This thesis explores the theory of Goffman’s institutions and applies his concept to the UK Branded Restaurant Industry. Restaurants in the UK are a large part of the tourism hospitality industry, representing around 50% of the business activity in these fields, of which we see dominance from a number of branded operators. Goffman’s institutions, flow, commitment, motivation, spirituality, and deviant behaviour are combined to create a theoretical underpinning for an empirical analysis of staff working in the field. The research focuses on the drivers of flow and commitment of staff. The study successfully applies Goffman’s theory of institutions to the UK Branded Restaurant Industry, by finding similarity in the concepts which are central to those of a traditional asylum, as discussed in Goffman’s early works, and contributing additional aspects to his original theories. The study is the first large scale empirical analysis to examine the nature of flow, commitment, motivation, spirituality, and deviant behaviour, in the context of UK Branded Restaurants. Within the study, the findings show that there is gender parity in this section of the tourism and hospitality industry, which deviates from previous literature. It also identifies key groups of employees who demonstrate higher levels of commitment through intrinsic values and belief systems. The findings are particularly important to managers as they point what is important when identifying new staff members

Effects of service quality and customer satisfaction on repurchase intention in restaurants on University of Cape Coast campus

This study sought to examine the effects of service quality and customer satisfaction on the repurchase intentions of customers of restaurants on University of Cape Coast Campus. The survey method was employed involving a convenient sample of 200 customers of 10 restaurants on the University of Cape Coast Campus. A modified DINESERV scale was used to measure customers’ perceived service quality. The results of the study indicate that four factors accounted for 50% of the variance in perceived service quality, namely; responsiveness-assurance, empathy-equity, reliability and tangibles. Service quality was found to have a significant effect on customer satisfaction. Also, both service quality and customer satisfaction had significant effects on repurchase intention. However, customer satisfaction could not moderate the effect of service quality on repurchase intention. This paper adds to the debate on the dimensions of service quality and provides evidence on the effects of service quality and customer satisfaction on repurchase intention in a campus food service context

Abusive supervision in commercial kitchens:Insights from the restaurant industry

This mixed-method study investigates how abusive supervision and bullying impact job satisfaction and turnover intentions among employees in an environment plagued by ingrained incivility: commercial kitchens. Underpinned by social learning theory, we draw from 832 survey responses and 20 in-depth interviews to explore the extent to which supervisory abuse and workplace bullying negatively impact employee perceptions of their working environment while also investigating positive alternatives therein (e.g., authentic leadership and encouragement of creativity). Results suggest that, despite day-to-day challenges posed by abusive leadership, a strong sense of camaraderie and passion for kitchen work stimulated a commitment to the job. Accordingly, the study concludes that the inherently creative nature of commercial kitchen work and the personalities of fellow staff played a significant role in retaining employees. It thus highlights the complexity of food service employee retention and suggests that a holistic understanding of both leadership dynamics and intrinsic motives is essential

Trends in the use of technology in hospital menu system

As the twenty-first century approaches, hospital foodservice directors are faced with the conflicting tasks of cutting costs in response to various budgetary restraints while also providing quality service to customers with increased expectations in an increasing competitive environment. New technologies such as computerized, interactive menu systems have been developed in an attempt to offer increased customer satisfaction while also cutting costs at all levels. The focus of this study was to determine how hospitals nationwide were responding to the dilemma of cost cutting while achieving increased quality standards and in what ways technologies were being embraced to provide service excellence at cost savings. The study sought to identify the most commonly utilized menu systems in US hospitals and to identify trends in the use of recent technologies for such menu systems. Questionnaires were sent to 300 hospitals from 41 states and Washington, DC. Programs and routines in the Statistical Package for the Social Sciences (SPSS-X, version 2.1, 1986, SPSS, Chicago, IL) were used for all data analyses. One hundred and thirty-five (47%) of questionnaires sent were returned. Results indicated that 3 of the 135 respondents were utilizing automated menu display systems, the majority (70%) of hospitals were still utilizing handwritten methods for recording menu choices. Of automated systems utilized for recording menu choices, 12.6% were using a computer in the diet office, 3% were using hand-held computers, 2.2% were using voice activated computers, and 0.7% were using scanners. The question was not applicable for 9.6% of respondents who offered a non-select menu, and 1 .5% of hospitals who indicated that they serve meals immediately as ordered. The majority of respondents indicated that they were somewhat satisfied with their current menu system regardless of whether or not they had an automated system in place. Most respondents indicated that they would consider automation in the future

TQM practices and affective commitment: a case of Malaysian semiconductor packaging organizations

The purpose of the present study is to examine the effects of the five elements of TQM practices on employees’ affective commitment within six major Malaysian semiconductor contract manufacturing organizations. Despite extensive research on TQM practices, the issue of linking TQM practices with affective commitment has been found to be less focused. Sample size of the study was 377 resulting in a response rate of 75.4 percent. Regression analyses were employed to explore the relationship between TQM practices and affective commitment. Findings of the study reveal that teamwork, organizational communication, organizational trust and teamwork are positively associated with affective commitment. The study also shows that the organizational communication is perceived as a dominant TQM practice and is strongly associated with affective commitment.Total quality management, affective commitment, Malaysia, semiconductor industry

Assessment of service quality on customer satisfaction in selected hotels in Abeokuta Metropolis, Ogun State, Nigeria

This study was carried out to assess service quality on customer satisfaction in some selected hotels in Abeokuta Metropolis. A total of one hundred and fifteen (115) structured questionnaires was distributed, out which ninety seven (97) respondents representing 84.3% completed and returned the questionnaire. The results showed that the socioeconomic characteristics of respondents involved in hotel patronage were 81.4% (male) and 18.6% (female) with 58.7% of the total respondents rated unsatisfactory with mean value of ‘2.68’, 52% of respondents rated service experienced unsatisfactory with mean value of ‘2.62’, 71.1% of respondents consented to the various solutions offered . The chi-square showed there was significant relationship (x2 =789.537a> x2 =9.488, p<0.05) between socio-economic characteristics of respondents and the level of their satisfaction with service qualities in the hotels. Also, there was significant relationship (x2 = 837.990a> x2=9.488, p<0.05) between the various service qualities and customer satisfaction. It was further confirmed that service quality delivery to customers was the major challenge of all the hotels in Abeokuta metropolis which is on how to deliver the service to customers in a way that will bring satisfaction to them. This study therefore recommended that hotels owners should constantly embark on staff training in ‘service quality delivery’ that will bring about customer satisfaction at all times.Keywords: Hotel industry, service quality, customer satisfactio