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This paper aims to understand the relationship between employee satisfaction and customer satisfaction and its impacts on the long-term sustainability of Hemsedal Ski Resort, Norway.

This study uses a mixed method approach. Focusing on the case of Hemsedal, Norway, the authors employ survey design to measure employee service attitudes as well as guest satisfaction and loyalty. Correlation analysis and structural equation modeling (SEM) analysis is used to investigate the relationships between the constructs.

Results from the four-year programme reveal that the correlation between employee service attitude and customer experience is strongest for behavioural loyalty which was found to have a direct and observable effect for the customer and that working to teach and train employees is important. Further, results showed that guest satisfaction with service not only influenced loyalty to the company that provided the service, but also loyalty to the destination where the company was situated. In explaining the relationships between levels of employee service attitude, customer satisfaction and community sustainability at Hemsedal ski resort, results showed that through partnership and cooperation, training and development have benefitted the individual companies, the destination and local community at large.

Results suggest that managers of tourism destinations should focus on employee motivation and training to improve their guests’ satisfaction and loyalty, their competitiveness and sustainability for the future.

The Service Excellence Project at Hemsedal, Norway demonstrates that mountain destinations can have a positive influence on their competitiveness and their sustainability by instituting a programme that works with employees, customers and businesses to promote a climate of service excellence.

This study aims to explore the shift in social and cultural values in the wake of ongoing change; specifically, the degree of embeddedness of these values among farm-based entrepreneurs. The authors examine how this value-change-embeddedness continuum can further the development of theories in the field of social entrepreneurship.

The authors use an exploratory and a descriptive approach when interviewing eight farmers and members of their respective households. The sample encompasses almost all the providers of farm-based tourism in this particular area of rural Norway. The empirical materials form the basis for selecting our theoretical approach, one of which is a structural life-mode analysis.

The findings show that the social value of self-reliance, when taken to extremes, can hinder the growth of deeper commercial cooperation between farmers. This constitutes a challenge to efficiency and effectiveness on a larger scale, given a need for both independence and interdependence together with flexible entrepreneurial network cooperation in social entrepreneurship. The findings also indicate that social entrepreneurship does not necessarily have to include a cognitive shift in values and roles for the exclusion of a productive entrepreneurial identity.

By focusing on value changes in social entrepreneurship, this paper addresses a significant gap in the entrepreneurship literature relating to the process of value creation. By using the structural life-mode analysis, this study identifies the underlying value changes that are fundamental to entrepreneurial processes, allowing that process to unfold and take hold to the betterment of affected farm-based communities.