Cornell Hospitality Quarterly Article States "Do as I Do" Is the Best Prescription for Quality
New Hotel Industry Research Finds Hotel Managers' Commitment to Quality Improves Employees' Performance
The study matched up managers' and employees' views about their hotel's commitment to quality. In addition, the researchers asked employees about their shared values, role clarity, and job satisfaction. They found that a directive leadership approach fails to drive service quality. On the other hand, an empowering leadership style promotes the shared values that are critical for service excellence. The researchers were surprised to find that a participative management style did not promote shared values, and they suggest that managers evaluate the extent to which they are actually involving employees in decision making.
The researchers conclude: "This study confirms the hotel industry's need to start with management for improving service quality." However, they point out that guests will see this commitment only as it is reflected in the service given by front-line employees.
Clark is an assistant professor at East Carolina University, Hartline is an associate professor at Florida State University, and Jones is an associate professor at North Carolina A&T State University.
Published by Cornell's Center for Hospitality Research, the award-winning Cornell Hospitality Quarterly is available by subscription from Sage Publishing at http://cqx.sagepub.com/.
About the Cornell Hospitality Quarterly | The Cornell Hospitality Quarterly (CQ) editorial content is broad and publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. The objective of the CQ is to help all those involved or interested in the hospitality industry to keep up-to-date on the latest research findings and theory development in order to improve business practices and stay informed of successful strategies.
About the Center for Hospitality Research
The purpose of the Center for Hospitality Research is to enable and conduct research of significance to the global hospitality and related service industries. CHR also works to improve the connections between academe and industry, continuing the School of Hotel Administration's long-standing tradition of service to the hospitality industry. Founded in 1992, CHR remains the industry's foremost creator and distributor of timely research, all of which is posted at no charge for all to use. In addition to its industry advisory board, CHR convenes several industry roundtables each year for the purpose of identifying new issues affecting the hospitality industry.
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