TY  - JOUR
AB  - Purpose– This paper aims to examine the practice of teamwork in an under‐researched, yet growing industrial setting.Design/methodology/approach– Longitudinal ethnographic‐styled methods of data collection were used and data was examined using the Team Dimensions Model.Findings– The 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/implications– The findings were obtained using unobtrusive participatory and observational methods and based on a single company.Practical implications– The paper allows management practitioners to reflect on realities of implementing teamworking under a corporate customer service initiative.Originality/value– The paper takes an existing theory on teamworking and develops the theory in an under‐researched and growing industrial sector.
VL  - 34
IS  - 3
SN  - 0142-5455
DO  - 10.1108/01425451211217680
UR  - https://doi.org/10.1108/01425451211217680
AU  - Richards James
AU  - Chillas Shiona
AU  - Marks Abigail
ED  - Abigail Marks
ED  - James Richards
PY  - 2012
Y1  - 2012/01/01
TI  - “Every man for himself”: Teamwork and customer service in the hospitality industry
T2  - Employee Relations
PB  - Emerald Group Publishing Limited
SP  - 235
EP  - 254
Y2  - 2024/05/08
ER  -