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Article
Publication date: 1 February 1992

Svein Larsen and Trond Bastiansen

It is commonly believed that service attitudes are more positive inthe private than in the public sector of the service industry. Theproblems are addressed here. The aim…

Abstract

It is commonly believed that service attitudes are more positive in the private than in the public sector of the service industry. The problems are addressed here. The aim of the project was to study service attitudes in hotel and restaurant staff compared to nurses in public hospitals. An instrument for measuring service attitudes, the Service Attitude Questionnaire (SAQ) was developed. This instrument aimed at measuring cognitive, emotional and behavioural aspects of service attitudes. A total of 62 respondents in the Stavanger region, Norway, completed the SAQ. The results indicated that service attitudes were more positive in the private (hotel and restaurant staff) than in the public sector (registered nurses). Hotel and restaurant staff scored higher (more positive service attitudes) on the cognitive, emotional and behavioural components of the SAQ.

Details

International Journal of Contemporary Hospitality Management, vol. 4 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 June 1999

Darren Lee‐Ross

The following study sought to develop an instrument to elicit the service predispositions of nurses and hospitality foodservice workers. Results of a pilot study suggested…

Abstract

The following study sought to develop an instrument to elicit the service predispositions of nurses and hospitality foodservice workers. Results of a pilot study suggested that the service predisposition instrument (SPI) was valid and therefore appropriate to investigate the service attitudes of these workers. Service predispositions of nurses from two NHS Trusts were compared with those of hospitality foodservice workers in two large hotels. Overall, both nurses and foodservice workers were found to have similar positive service predis‐ positions. However, significant differences were present between groups for certain service dimensions.

Details

International Journal of Health Care Quality Assurance, vol. 12 no. 3
Type: Research Article
ISSN: 0952-6862

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