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dc.contributor.authorKensbock, Sandra L
dc.contributor.authorPatiar, Anoop
dc.contributor.authorJennings, Gayle
dc.date.accessioned2018-03-02T01:07:40Z
dc.date.available2018-03-02T01:07:40Z
dc.date.issued2019
dc.identifier.issn1467-3584
dc.identifier.doi10.1177/1467358417751023
dc.identifier.urihttp://hdl.handle.net/10072/370177
dc.description.abstractIlluminating the physical difficulties experienced by hotel room attendants in delivering service quality at five-star hotels on the Gold Coast region of South East Queensland, Australia, our research was founded on socialist-feminist and critical theory epistemologies. In-depth interviews were conducted with a sample of 46 hotel room attendants. We used a qualitative, social-constructivist, grounded theory methodology to render the empirical material into a basic social structural process of tasking. Tasking offers a conceptual framework of room attendants’ daily employment experiences as they transform hotel rooms to prescribed standards. Tasking illustrates the high physical demands placed on room attendants, tantamount to exploitation from their own perspectives. Tasking contributes to research on employment experiences in hospitality, particularly on hotel praxis, delivery of quality customer service and the operational demands placed on room attendants. This paper presents the results of the first in-depth examination of the daily functions and roles of hotel room attendants.
dc.description.peerreviewedYes
dc.languageEnglish
dc.publisherSage Publications
dc.relation.ispartofpagefrom1
dc.relation.ispartofpageto12
dc.relation.ispartofjournalTourism and Hospitality Research
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchTourism not elsewhere classified
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode3506
dc.subject.fieldofresearchcode3508
dc.subject.fieldofresearchcode350899
dc.titleHotel room attendants' delivery of quality service
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
dc.description.versionAccepted Manuscript (AM)
gro.facultyGriffith Business School, Dept of Employment Relations and Human Resources
gro.rights.copyrightSandra L Kensbock, Anoop Patiar and Gayle Jennings, Hotel room attendants’ delivery of quality service, Tourism and Hospitality Research, pp. 1–12, 2017. Copyright 2017 The Authors. Reprinted by permission of SAGE Publications.
gro.hasfulltextFull Text
gro.griffith.authorKensbock, Sandie L.


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