Tourists’ perceptions of hotel frontline employees’ questionable job-related behaviour
✍ Scribed by Simon Wong Chak Keung
- Book ID
- 104315061
- Publisher
- Elsevier Science
- Year
- 2000
- Tongue
- English
- Weight
- 136 KB
- Volume
- 21
- Category
- Article
- ISSN
- 0261-5177
No coin nor oath required. For personal study only.
✦ Synopsis
This paper investigates tourists' perceptions of hotel frontline employees' (N"491) questionable job-related behaviour. Tourists were asked to indicate their perceptions about hotel employees' ethics in three service encounters (Front O$ce, Housekeeping and Food & Beverage) they experienced in hotels. Four dimensions were identi"ed by factor analysis. Listed in descending order, from Wronga to Not Wronga, they were: (1) infringement of guests' property; (2) unethical behaviour; (3) bene"ting at the expense of guest supplementary service, and (4) against company work rules. Pearson's correlation analysis revealed certain relationships between the four dimensions and six independent attitudinal statements. An attempt was carried out to investigate whether any signi"cant di!erences existed between the tourists' demographic variables using independent t-test and ANOVA analysis with the four identi"ed dimensions. It was found that gender exerted signi"cant di!erence, while age, education, nationality and purpose of stay scored di!erently in some factors. Overall, a clearer understanding of tourists' perceptions of hotel frontline employees was achieved. Recommendations to hotel practitioners are given in the areas of protecting guests' privacy, ethical education, disciplinary rules, and equitable rewards to cater to tourists' needs.