“Every man for himself”:Teamwork and customer service in the hospitality industry

PurposeThis paper aims to examine the practice of teamwork in an under‐researched, yet growing industrial setting.Design/methodology/approachLongitudinal ethnographic‐styled methods of data collection were used and data was examined using the Team Dimensions Model.FindingsThe findings suggest the Team Dimensions Model, with the addition of a customer service perspective, is of use for identifying managerial objectives and organisational outcomes of teamwork. However, this does not suggest that teamworking is easy to implement in the hospitality setting.Research limitations/implicationsThe findings were obtained using unobtrusive participatory and observational methods and based on a single company.Practical implicationsThe paper allows management practitioners to reflect on realities of implementing teamworking under a corporate customer service initiative.Originality/valueThe paper takes an existing theory on teamworking and develops the theory in an under‐researched and growing industrial sector.</jats:sec

Developing ideas and concepts in teamwork research:Where do we go from here?

PurposeThis editorial seeks to explore changes in both teamwork and developments in teamwork research over the last decade.Design/methodology/approachThe editorial review importantly focuses on the key debates that emerge from the papers covered in this special issue.FindingsA review of the papers in this special issue, as well as historical analysis of teamwork research, indicate that while traditionally, analysis of teamwork was embedded in a manufacturing archetype, much of the contemporary research on teamwork is centred on service sector work where issues of cultural diversity, customer service, and lack of normative integration or task interdependence are increasingly apparent. This editorial suggests that we need to take account of the expansion of the service sector when attempting to conceptualise teamwork and the challenges that collective forms of working in such an environment bring.Originality/valueThis editorial and the special issue more generally provide an important contribution to the development of understanding of how changes in the workplace have had an impact on organisational and academic interest in teamwork.</jats:sec