The Impact of Location of Hotels on the Employees’ Service Performance
The Impact of Location of Hotels on the Employees’ Service Performance
Jing Lu
0626.755.90/0625.790.70: Graduate Writing and Research
Rochester Institute of Technology
College of Applied Sciences and Technology
Feb 26, 2012
Abstract
This research proposal is conducted in Rochester, aiming to explore the impact of the location of hotels on employees’ service performance. Quantitative and qualitative data are collected through questionnaires (quantitative instrument), and focus group interviews (qualitative instrument). In addition, descriptive statistic and content analysis techniques are used for analyzing data. Employees from the different departments of the hotels are respectively recruited through cluster random sampling and accidental random sampling techniques.
Introduction
Employees are one of the most important factors of operating a successful hospitality business, even the main drivers of competitive advantages in the hotel industry. So having a high quality of employees’ service performance can increase the likelihood of success for a hotel.
Service performance can attract customers while driving them away. The employees are brush-off, coldness, unfriendly, condescending. They are inevitable in a bad business. Customers are asking for much higher standard of service performance in hotels. Employees’ service can be affected by many external factors, such as the work environment. So, hotels are looking for the information about how employees perceive the environment they work in.
However, few hotels have taken the research on a special angle which is the location of hotels. Some hotels are located in downtown or urban district, some are located in remote and isolated suburban district. The location is related to the employees’ daily work, because they have to take the time on transportation to the workplace and work an environment where the hotel located. The location affects the employees’ mood and energy of work which resulting in
Jing Lu
0626.755.90/0625.790.70: Graduate Writing and Research
Rochester Institute of Technology
College of Applied Sciences and Technology
Feb 26, 2012
Abstract
This research proposal is conducted in Rochester, aiming to explore the impact of the location of hotels on employees’ service performance. Quantitative and qualitative data are collected through questionnaires (quantitative instrument), and focus group interviews (qualitative instrument). In addition, descriptive statistic and content analysis techniques are used for analyzing data. Employees from the different departments of the hotels are respectively recruited through cluster random sampling and accidental random sampling techniques.
Introduction
Employees are one of the most important factors of operating a successful hospitality business, even the main drivers of competitive advantages in the hotel industry. So having a high quality of employees’ service performance can increase the likelihood of success for a hotel.
Service performance can attract customers while driving them away. The employees are brush-off, coldness, unfriendly, condescending. They are inevitable in a bad business. Customers are asking for much higher standard of service performance in hotels. Employees’ service can be affected by many external factors, such as the work environment. So, hotels are looking for the information about how employees perceive the environment they work in.
However, few hotels have taken the research on a special angle which is the location of hotels. Some hotels are located in downtown or urban district, some are located in remote and isolated suburban district. The location is related to the employees’ daily work, because they have to take the time on transportation to the workplace and work an environment where the hotel located. The location affects the employees’ mood and energy of work which resulting in
References: Bryman, A., & Bell, E. (2003). Business Research Methods (3nd ed.) New York, NY: Oxford University Press Inc.. I learned the research methods from this book and selected the research methods from it. Gunderson, E. K. E., & Nelson, P. D. (1966). Criterion measures for extremely isolated groups. Personnel Psychology, 19, 67-80. It gave me the survey measures. Wang, R. (2008). Tourism and hospitality management in China. International Journal of Hospitality Management, 27, 323-324. This article indicated some views of issues related to management in hospitality industry. Wong, A., & chan, A