Negative visitor‐hospitality industry staff interaction: Response styles of potential employees

Abstract

The role of tourism/hospitality industry management in ensuring service quality is now generally regarded as being of considerable importance. Notwithstanding this, relatively little is known about the preconceptions and expectations regarding the management role that potential tourism/hospitality industry employees bring to the workplace. This study has examined the expected problem‐solving styles of hospitality industry management when faced with a complaint about visitor‐staff conflict. The sample was drawn from school leavers in a major district community, many of whom would soon seek employment and careers in the tourism/hospitality industry. Two major problem‐solving styles were identified, one involving Investigation of the complaint, and one involving Avoidance and possibly rudeness. Major Service Quality Ideals were also identified as predictors of each management problem‐solving style. Finally, the implications of these findings for tourism/hospitality industry management and for employees are explored.

Citation

Ross, G.F. (1995), "Negative visitor‐hospitality industry staff interaction: Response styles of potential employees", The Tourist Review, Vol. 50 No. 3, pp. 50-64. https://doi.org/10.1108/eb058198