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  • Attitudinal similarities and differences of hotel frontline occupations

    Author(s)
    Robinson, RNS
    Kralj, A
    Solnet, DJ
    Goh, E
    Callan, VJ
    Griffith University Author(s)
    Kralj, Anna L.
    Year published
    2016
    Metadata
    Show full item record
    Abstract
    Purpose The purpose of this study is to identify across a number of workplace variables the similarities and differences in attitudes between three key frontline hotel worker groups: housekeepers, front office employees and food and beverage front-of-house staff. Design/methodology/approach A qualitative study was conducted using 25 semi-structured interviews with frontline workers employed in full-service hotels across Eastern Australia. Analysis was augmented through the Leximancer® software package to develop relational themes in the aggregation and disaggregation of the occupations. Findings Although work/life balance ...
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    Purpose The purpose of this study is to identify across a number of workplace variables the similarities and differences in attitudes between three key frontline hotel worker groups: housekeepers, front office employees and food and beverage front-of-house staff. Design/methodology/approach A qualitative study was conducted using 25 semi-structured interviews with frontline workers employed in full-service hotels across Eastern Australia. Analysis was augmented through the Leximancer® software package to develop relational themes in the aggregation and disaggregation of the occupations. Findings Although work/life balance was a common theme across the three occupations, several distinct attitudinal differences emerged, in particular regarding perceptions of one occupational group towards another. Practical implications This study highlights the importance of hotel managers being cognisant of occupational differences and collecting data capable of assisting in the identification of these differences. Several practitioner relevant recommendations are made. Originality/value This exploratory study challenges assumptions regarding a “pan-industrial” hospitality occupational community and applies an emerging qualitative software package to highlight occupational differences and relational perceptions.
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    Journal Title
    International Journal of Contemporary Hospitality Management
    Volume
    28
    Issue
    5
    DOI
    https://doi.org/10.1108/IJCHM-08-2014-0391
    Subject
    Commercial services
    Marketing
    Tourism
    Tourism not elsewhere classified
    Attitudes
    Hotel
    Perceptions
    Frontline occupations
    Work/life balance
    Publication URI
    http://hdl.handle.net/10072/100047
    Collection
    • Journal articles

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