The implications of hotel employee attitudes for the development of quality tourism: the case of Cyprus

Sharpley, Richard and Forster, Gill (2003) The implications of hotel employee attitudes for the development of quality tourism: the case of Cyprus. Tourism Management, 24 (6). pp. 687-697. ISSN 0261-5177

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Full text URL: http://dx.doi.org/10.1016/S0261-5177(03)00044-X

Abstract

In an increasingly competitive market, the issue of quality has grown in significance for tourism businesses and destinations alike. This has been influenced by a number of factors, such as the expansion of consumer rights and the alleged emergence ‘new’, quality conscious tourists. In particular, it is the need to retain or increase competitive advantage that has underpinned the drive for quality in tourism—certainly, many destinations, especially those operating in the highly competitive summer-sun market, are now adopting quality tourism development strategies. However, little or no attention has been paid to the role of tourism industry employees, particularly those in hotels, in the success of quality management programmes. The purpose of this paper is to address this omission. Based upon a survey of hotel employees in Cyprus, it identifies a number of factors that may support or limit the drive towards quality service provision, with a variety of implications for the destination as a whole as well as individual hotels. In particular, hotel management should implement strategies based on reward systems, empowerment and reducing staff turnover, whilst there is an important co-ordination and guidance role to be played by the national tourism organisation

Item Type:Article
Additional Information:In an increasingly competitive market, the issue of quality has grown in significance for tourism businesses and destinations alike. This has been influenced by a number of factors, such as the expansion of consumer rights and the alleged emergence ‘new’, quality conscious tourists. In particular, it is the need to retain or increase competitive advantage that has underpinned the drive for quality in tourism—certainly, many destinations, especially those operating in the highly competitive summer-sun market, are now adopting quality tourism development strategies. However, little or no attention has been paid to the role of tourism industry employees, particularly those in hotels, in the success of quality management programmes. The purpose of this paper is to address this omission. Based upon a survey of hotel employees in Cyprus, it identifies a number of factors that may support or limit the drive towards quality service provision, with a variety of implications for the destination as a whole as well as individual hotels. In particular, hotel management should implement strategies based on reward systems, empowerment and reducing staff turnover, whilst there is an important co-ordination and guidance role to be played by the national tourism organisation
Keywords:Quality tourism, Service quality, Quality management, Cyprus tourism, Employee attitudes
Subjects:N Business and Administrative studies > N840 International Tourism
Divisions:College of Social Science > Lincoln Business School
ID Code:586
Deposited By: Bev Jones
Deposited On:22 Jun 2007
Last Modified:26 Feb 2013 21:03

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