Managing employee attitudes and behaviors in the tourism and hospitality industry / Salih Kusluvan, editor.

ISBN:

9781590336304

Title:

Author:

Kusluvan, Salih.

Publication Information:

Hauppauge, N.Y. : Nova Science Publishers, c2003.

Physical Description:

841 p. ; 26 cm.

Subject Term:

Tourism -- Employees.

Hospitality industry -- Employees.

Hospitality industry -- Personnel management.

Tourism -- Personnel management.

Added Author:

Kusluvan, Salih.

Format:

Books

Publication Date:

2003

Publication Information:

Hauppauge, N.Y. : Nova Science Publishers, c2003.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
647.94068 MAN	Not for loan	1	Standard shelving location	Searching... Unknown

The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.

Salih KusluvanSalih KusluvanRoy C. WoodJohn Tribe and Acolla LewisSalih Kusluvan and Zeynep KusluvanRick A. FraserSalih Kusluvan and Zeynep Kusluvan and Duygu ErenRosemary Lucas and Keith JohnsonNick Johns and Jan MattssonKathryn Frazer WinstedD. S. Sundaram and Cynthia WebsterJ. Andrew MorrisDavid L. TurnipseedDarren Lee-RossShawn M. Carraher and Jorge Mendoza and Charles E. Carraher and Lyle SchoenfeldtCheri A. YoungPatricia L. JanesTony SimonsSkip Swerdlow and Wesley S. RoehlKemal Birdir and Mustafa Tepeci and Asim SaldamliConrad LashleyDebra Leighton and Richard J. VareyMark A. BonnZeynep Kusluvan and Kurtulus KaramustafaBeth G. Chung and Benjamin SchneiderHeather Mallinson and Jane JamesM. Chris PaxsonWiley J. SimsRick Lyte and Ed TimmermanW. Terry UmbreitSusan R. Gillet and Romana MordaFevzi OkumusConrad LashleyJulia Christensen HughesHadyn Ingram and Terry DesombreEleri Jones and Debbie Keeling and Rachel Davies and Doug Hampson and Graham Attwell and Jenny HughesImmaculada F. J. Cisneros and Francisco J. Medina and Ines Martinez and Lourdes MunduateKate Walsh and Cathy A. Enz and Judy A. SiguawTom Baum and Jithendran Kokkranikal

List of Tables	p. xi
List of Figures	p. xv
About the Editor	p. xix
Contributors	p. xxi
Preface	p. xxvii
Part 1 Employment and Human Resource Issues in the Tourism and Hospitality Industry	p. 1
Chapter 1 Characteristics of Employment and Human Resource Management in the Tourism and Hospitality Industry	p. 3
Chapter 2 Employee Attitudes and Behaviors and their Roles for Tourism and Hospitality Businesses	p. 25
Part 2 Attitudes of the Potential Entrants to the Tourism and Hospitality Industry	p. 51
Chapter 3 The Status of Tourism Employment	p. 53
Chapter 4 Attitudes of the Young to Careers in Hospitality and Tourism: Review and Recommendations	p. 67
Chapter 5 Perceptions and Attitudes of Undergraduate Tourism Students towards Working in the Tourism and Hospitality Industry in a Developing Economy	p. 77
Chapter 6 Why Don't Hospitality Students Keep the Faith? A Research Report on Hospitality Students' Commitment to Careers in the Industry	p. 99
Chapter 7 Undergraduate Tourism Students' Satisfaction with Student Work Experience and its Impact on their Future Career Intentions: A Case Study	p. 135
Chapter 8 Managing Students as a Flexible Labour Resource in Hospitality and Tourism in Central and Eastern Europe and the UK	p. 153
Part 3 Managing Employee Attitudes and Behaviors at Work in Tourism and Hospitality Organizations	p. 171
Chapter 9 Managing the Service Encounters in Tourism	p. 173
Chapter 10 Service Behaviors and Customer Satisfaction	p. 201
Chapter 11 The Role of Nonverbal Communication in Service Encounters	p. 209
Chapter 12 Emotional Labor in the Hospitality and Tourism Industry	p. 223
Chapter 13 Organizational Citizenship Behavior in the Hospitality and Tourism Industry	p. 247
Chapter 14 The Quintessential Relationship: Service Predispositions and Quality Assurance	p. 263
Chapter 15 The First Step to Service Excellence in the Global Tourism and Hospitality Environment: Selecting Service-Oriented Personnel	p. 277
Chapter 16 Organizational Socialization: Messages, Meanings, and Making Sense	p. 289
Chapter 17 Training and Development in Tourism Organizations	p. 309
Chapter 18 Motivation Research in Hospitality between 1990 and 2001: A Prescriptive Review of the Literature	p. 339
Chapter 19 Managing Job Satisfaction in the Russian Lodging Industry: Cultural Analysis and Implications	p. 357
Chapter 20 Job Stress in Hospitality and Tourism Organizations: Sources, Consequences and Management	p. 377
Chapter 21 Effective Communication with Employees	p. 395
Chapter 22 Managing the Visitor's Experience through Internal Marketing	p. 415
Chapter 23 Employee Service Quality Issues: Meeting the Needs of Our Internal Customers	p. 433
Chapter 24 Organizational Culture and Its Impacts on Employee Attitudes and Behaviors in Tourism and Hospitality Organizations	p. 453
Chapter 25 Constructing a Climate and Culture for Service in the Tourism Industry	p. 487
Chapter 26 Managing Employee Cross-cultural Attitudes and Behaviours in Australia's Tourism Industry	p. 505
Chapter 27 Organizational Commitment in Tourism and Hospitality Organizations	p. 523
Chapter 28 Managing Labour Turnover in the Tourism Industry	p. 545
Chapter 29 Developing an Organizational Service Orientation among Employees	p. 559
Chapter 30 Effective Performance Appraisal Practices to Enhance Organizational Effectiveness in Hospitality and Tourism	p. 581
Chapter 31 Effective Leadership in Tourism and Hospitality Organisations in the 21st Century	p. 599
Chapter 32 Decision-Making in Tourism and Hospitality Organizations	p. 631
Chapter 33 Employee Involvement in Tourism and Related Services	p. 651
Chapter 34 The Philosophy, Practice and Promise of Empowerment in the Hospitality Industry	p. 671
Chapter 35 Groups, Teams and Teamwork in Tourism and Hospitality	p. 693
Chapter 36 Developing Innovation in Tourism and Hospitality Companies: Motivation + Organisational Culture + Knowledge Transfer = Innovation	p. 721
Chapter 37 Conflict and Affective Reactions in Tourism Organizations	p. 761
Chapter 38 Innovations in Hospitality Human Resources: Cases from the U.S. Lodging Industry	p. 787
Chapter 39 Human Resource Development for Competitiveness and Sustainability: A Case Study of Indian Tourism	p. 805
Index	p. 833

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