EMPLOYEE MOTIVATION LEVEL IN HOSPITALITY INDUSTRY

Employee Motivation Level In Hospitality Industry With A Particular Focus On Operations Management



Table of Contents

Abstract4

Chapter One: Introduction5

Overview5

Aim7

Objective7

Rationale8

Background9

Chapter Two: Literature Review20

Word-of-mouth23

Loyalty28

CHAPTER 3: METHODOLOGY40

Research Method40

Literature Selection Criteria40

Search Technique41

Keywords Used41

Theoretical Framework41

CHAPTER 4: Analysis and results43

Customer delight: a model for the hotel industry47

CHAPTER 5: Discussion51

CHAPTER 6: Conclusion67

Limitations73

Bibliography85

Abstract

In this study we try to explore the concept of Employee Motivation Level in Hospitality Industry with a Particular Focus on Operations Management in a holistic context. The main focus of the research is on Employee motivation and its relation with hospitality industry. The research also analyzes many aspects of employee motivation theories and tries to gauge its effect on employees. Finally the research describes various factors which are responsible for Employee Motivation Level in Hospitality Industry with a Particular Focus on Operations Management and tries to describe the overall effect on hospitality industry.

Chapter One: Introduction

Overview

The purpose of this report is to identify the key hospitality and tourism themes as reflected by articles published in the Cornell Hotel and Restaurant Administration Quarterly during the years 1990-1995, the years included in the Worldwide Hospitality and Tourism Trends database. Cornell Quarterly is a premier publication geared towards hospitality executives, managers and consultants in the lodging, resort and food service sector, as well as academics and students in business and hotel and restaurant management schools.

This report identifies five prominent themes, each with related sub-themes, which are intended to reflect the major issues and trends arising during the review period. These themes are presented in tabular format listing the author(s), sub-theme and the focus of the research, and are accompanied by a written discussion of the major issues. The five theme areas include:

* training and education;

* resources and organizations;

* and food service operations;

* operations and development; and

* and tourism management.

Concurrently, many hospitality education programmes have begun to deviate from a strict hospitality management orientation towards a more general business orientation. The authors suggest that, in order to serve the needs of both students and industry adequately, hospitality schools must redirect their orientation towards the needs of the hospitality industry. Clark and Arbel emphasize the need to globalize the student bodies in hospitality schools in order to keep pace with the international nature of the hospitality industry. They recommend that hospitality schools intensify their efforts to accept more international students, require more international faculty members, and to develop programmes that serve the needs of the global community. In another study, Evans[5] reports that universities are beginning to develop more hospitality graduate programmes to address the need to develop top managers and educators. The author explains that ideal graduate programmes require students to have competencies based in industry, on functional management skills, and on research.

Durocher and Goodman point out that training programme expectations which graduates have of industry are not indicative of the actual experiences they receive. They describe discrepancies in length of programme, hours required, specializations to be learned, and after-training expectations such as pay-rises and relocation ...