Day 4 - Saturday, 1 August 2009
Information
In order to gain competitive advantage, companies must determine the relationship between HR practices and firm performance. This conceptual paper proposes a model that highlights the importance of selecting people who “fit” within the organizational culture and climate of the firm. The authors propose combining established scales of hospitality culture and climate in order to assess a candidate’s fit to the organization. Ideally, these people would be more hospitality service oriented and could foster the “spirit of hospitality” through the organization and thus, on to the customer. Hiring the right people will also lead to increased organizational commitment, consequently, reducing turnover levels. This in turn will lead to higher service levels, increased customer satisfaction, and loyalty.
Start Date
1-8-2009 9:45 AM
End Date
8-1-2009 10:45 AM
wf_yes
Hospitality Culture and Climate: Keys to Retaining Hospitality Employees and Creating Competitive Advantage
In order to gain competitive advantage, companies must determine the relationship between HR practices and firm performance. This conceptual paper proposes a model that highlights the importance of selecting people who “fit” within the organizational culture and climate of the firm. The authors propose combining established scales of hospitality culture and climate in order to assess a candidate’s fit to the organization. Ideally, these people would be more hospitality service oriented and could foster the “spirit of hospitality” through the organization and thus, on to the customer. Hiring the right people will also lead to increased organizational commitment, consequently, reducing turnover levels. This in turn will lead to higher service levels, increased customer satisfaction, and loyalty.