The Managing Hotel Employees Achieving Wow!: A Conceptual Paper
Abstract
Managing Hotel Employees Achieving Wow! is a conceptual model. The process starts when employees have to serve customers with the best culture for customers. If customers start off on the right foot. It is an experience where customers feel the pleasure of interacting with employees. By linking each activity category together into a simpler system, this model creates many opportunities to repeat the cycle through customer satisfaction and loyalty.
Keywords : hospitality culture, hospitality people, hospitality service cycle
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References
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Dixon, M., Freeman, K. & Toman, N. 2010, “Stop Trying to Delight Your Customers”, Harvard Business Review, Boston.
Dixon, M., Ponomareff, L., Turner, S. & DeLisi, R. 2017, “Kick-Ass Customer Service”, Harvard Business Review, Boston.
Ford, Robert C., Sturman, Michael C., & Heaton, Cherrill, 2012. “Managing Quality Service in Hospitality”, Delmar, Cencage Learning
Fraiman, Nelson M., Green, Linda V., Heching, Aliza., & Van Ryzin, Garrett J. 2010, “The Ritz-Carlton Hotel Company The Quest for Service Excellence”, Columbia CaseWorks
Francis, H. & Baum, T. 2018, "HR transformation within the hotel industry: building capacity for change", Worldwide Hospitality and Tourism Themes, vol. 10, no. 1, pp. 86-100.
Gal, I., Yagil, D. & Luria, G. 2021, "Service workers and “difficult customers”: quality challenges at the front line", International Journal of Quality and Service Sciences, vol. 13, no. 2, pp. 321-337.
Gustafson, Anders., & Jhonston, Michael D. 2003, “Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation”, University of Michigan Business School.
Hallowell, Roger., Bowe, Daid., & Knopp, Carin-Isabel, 2002, “Four Seasons Goes to Paris”, Academy of Management Executive
Tracey, John Bruce, 2014, “A review of human resources management research: The past 10 years and implications for moving forward”, European Journal of Marketing 26(5)
Heskett, James L., Jones, Thomas O., Loveman, Gary W., Sasser, Jr., W. Earl., & Schlesinger, Leonard A. 2008, “Putting the Service-Profit Chain to Work”, Harvard Business Review, Boston
Heskett, James L., Sasser, Jr., W. Earl., & Schlesinger, Leonard A. 2015, ”What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms”, Berrett-Koehler Publishers
Huang, Z. & Chen, C.W.K. 2021, "A Study On The Impact Of The Ritz-Carlton Hotel Culture On The Work Engagement Of The New Generation Employees", Turkish Journal of Computer and Mathematics Education, vol. 12, no. 11, pp. 4032-4040.
Jackson Jr., Donald W., & Sirianni, Nancy J. 2009, “Building the bottom line by developing the frontline: Career development for service employees”, Business Horizons, 52, 279-287
"HRM policies play critical role workers in reducing staff turnover in Chinese hotels", 2020, Human Resource Management International Digest, vol. 28, no. 6, pp. 29-30.
Jibril, I.A. & Yeşiltaş, M. 2022, "Employee Satisfaction, Talent Management Practices and Sustainable Competitive Advantage in the Northern Cyprus Hotel Industry", Sustainability, vol. 14, no. 12, pp. 7082.
Kandampully, J., Tingting(Christina) Zhang & Jaakkola, E. 2018, "Customer experience management in hospitality", International Journal of Contemporary Hospitality Management, vol. 30, no. 1, pp. 21-56.
Khassawneh, O. & Mohammad, T. 2021, "An Evaluation of the Relationship Between Human Resource Practices and Service Quality: An Empirical Investigation in the Canadian Hotel Industry", Journal of Business Strategy Finance and Management, vol. 3, no. 1-2, pp. 74-91.
La, K.V. & Kandampully, J. 2004, "Market oriented learning and customer value enhancement through service recovery management", Managing Service Quality, vol. 14, no. 5, pp. 390-401.
Meyer, Christopher., & Schwager, Andre. 2007. “Understanding Customer Experience”, Harvard Business Review, Boston
Salama, W., Mohamed Nor, E.D., Albakhit, A. & Zaki, K. 2022, "Understanding the Connection between Sustainable Human Resource Management and the Hotel Business Outcomes: Evidence from the Green-Certified Hotels of Egypt", Sustainability, vol. 14, no. 9, pp. 5647.
Schlesinger, L.A. & Heskett, J.L. 1991, "Breaking the Cycle of Failure in Services", Sloan management review, vol. 32, no. 3, pp. 17.
Szostak, D. 2021, "Sources Staff as a Factor of Service Innovation in the Modern Hotel Industry – Analysis of Selected Issues", European Research Studies, vol. 24, no. 4, pp. 87-94.
Tax, S.S. & Brown, S.W. 1998, "Recovering and Learning from Service Failure", Sloan management review, vol. 40, no. 1, pp. 75-88
Published
2023-03-30
How to Cite
HASTJARJO, Kelik.
The Managing Hotel Employees Achieving Wow!: A Conceptual Paper.
E-Journal of Tourism, [S.l.], p. 60-73, mar. 2023.
ISSN 2407-392X.
Available at: <https://ojs.unud.ac.id/index.php/eot/article/view/93658>. Date accessed: 21 nov. 2024.
doi: https://doi.org/10.24922/eot.v10i1.93658.
Section
Articles
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