Top

Published in:

2021 | OriginalPaper | Chapter

Shifting Paradigms in Human Resource Management while Striving for Service Excellence in the Tourism Industry

Authors : Ruchi Sharma, Zilmiyah Kamble

Published in: Service Excellence in Tourism and Hospitality

Publisher: Springer International Publishing

Activate our intelligent search to find suitable subject content or patents.

search-config

AI-assisted search

Off

Abstract

Globalization has led the tourism industry to undergo radical changes, with an ideological shift toward embracing the customer-centric approach and discarding the traditional focus on profits. Tourism organizations need to fulfill the demands and expectations of customers by training staff to maintain service excellence. A strategic approach must ensure employees are engaged, recognized, innovative, trustworthy, and loyal, exhibiting innovation and enhanced performance. This conceptual study explores the paradigm shifts in tourism human-resource management, and highlights a strategic approach of integrating operational and cultural elements for achieving service excellence. The proposed Operational Integration and Cultural Integration (OICI) elucidates effective management of human resources to achieve service excellence. It highlights that the customers’ power to choose has increased, as the quality of the overall experience is wholly based on perception and acts as a main differentiator in the competitive world. Hence there is a need for constantly innovative ways to enhance services’ effectiveness through efficient utilization of human resources (employees). To achieve high performance and service excellence, organizations must constantly encourage and inspire their employees, and acknowledge their contribution. The OICI model’s implementation can achieve organizational goals and lead to satisfied, delighted, and loyal customers.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

previous chapter Hospitality and Tourism Management: Adopting Lean Six Sigma, Achieving Service Excellence

next chapter Towards Service Excellence: The Zone of Tolerance for Hospitality and Tourism Education in Malaysia

Appiah-Adu K, Singh S (1999) Marketing culture and performance in UK service firms. Serv Ind J 19(1):154–172CrossRef

Arthur JB (1992) The link between business strategy and industrial relations systems in American steel mini-mills. Ind Labor Relat Rev 45:488–506CrossRef

Babakus E, Yavas U, Ashill N (2011) Service worker burnout and turnover intentions: roles of person-job fit, servant leadership and customer orientation. Serv Mark Q 32:17–31

Becker GS (1964) Human capital. National Bureau of Economic Research, New York

Bellou V (2007) Achieving long-term customer satisfaction through organizational culture. J Manag Ser Qual 17(5):510–522CrossRef

Berg JM, Wrzesniewski A, Dutton JE (2010) Perceiving and responding to challenges in job crafting at different ranks: when proactivity requires adaptivity. J Organizational Behav 31:158–186CrossRef

Berry LL, Parasuraman A (1992) Prescriptions for a service quality revolution in America. Organ Dyn 20:5–15CrossRef

Bitner MJ, Ostrom A, Meuter ML (2002) Implementing successful self-service technologies. Acad Manag Exec 16(4):96–109

Boshoff C, Tait M (1996) Quality perceptions in the financial services sector: the potential impact of internal marketing. Int J Serv Ind Manag 7(5):5–31CrossRef

Brink A, Berndt A (2004) Customer relationship management and customer service. Juta and Company Ltd, Lansdowne, South Africa

Cameron K, McNaughton J (2014) Positive organizational change. J Appl Behav Sci 50(4):445–462CrossRef

Cerit Y (2009) The effects of servant leadership behaviors of school principals on teachers’ job satisfaction. Educational Management Administration & Leadership 37(5):600–623CrossRef

Chow CW, Harrison GL, McKinnon JL, Wu A (2002) The organizational culture of public accounting firms: evidence from Taiwanese local and US affiliated firms. Acc Organ Soc 27:347–360CrossRef

Chung JY, Jung CS, Kyle GT, Petrick JF (2010) Servant leadership and procedural justice in the U.S. national park service: the antecedents of job satisfaction. Journal of Park & Recreation Administration 28(3):1–15

Conrad CA, Brown G, Harmon HA (1997) Customer satisfaction and corporate culture: a profile deviation analysis of a relationship marketing outcome. Psychol Mark 14:663–674CrossRef

Crawford ER, LePine J, Rich BL (2010) Linking job demands and resources to employee engagement and burnout: a theoretical extension and meta-analytic test. J Appl Psychol 95(5):834–848CrossRef

Dabholkar PA (1994) Technology-based service delivery: a classification scheme for developing marketing strategies. In: Swartz TA, Bowen DE, Brown SW (eds) Advances in services marketing and management, vol 3. JAI Press, Greenwich, CT, pp 241–271

Dabholkar PA (1996) Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. Int J Res Mark 13(1):29–51CrossRef

De Feo JA (2015) Juran’s quality management and analysis. McGraw-Hill Education, Singapore

Deal TE, Kennedy AA (1982) Corporate cultures: the rites and rituals of corporate life. Addison-Wesley, Reading, MA

Denison DR (1984) Bringing corporate culture to the bottom line. Organ Dyn 13:4–22CrossRef

Denison DR (1990) Corporate culture and organizational effectiveness. Wiley, New York

Denison DR (2000) Organizational culture: can it be a key lever for driving organizational change? In: Cooper CL, Cartwright S, Earley PC (eds) The international handbook of organizational culture and climate. Wiley & Sons, Chichester, pp 347–372

Denison DR, Haaland S, Smerek R, Neale WS (2008) Linking organizational culture and customer satisfaction: results from two companies in different industries. Eur J Work Organ Psy 17(1):112–132CrossRef

Denison DR, Mishra AK (1995) Towards a theory of organizational culture and effectiveness. Organ Sci 6:204–223CrossRef

Ebener DR, O’Connell DJ (2010) How might servant leadership work? Non-profit Management and Leadership 20:315–335CrossRef

Ehrhart MG (2004) Leadership and procedural justice climate as antecedents of unit level organizational citizenship behaviour. Pers Psychol 57:61–94CrossRef

Fecikova I (2004) An index method for measurement of customer satisfaction. TQM Magazine 16(1):57–66CrossRef

Fey CF, Denison D (2003) Organizational culture and effectiveness: can American theory be applied in Russia? Organ Sci 14:686–706CrossRef

Fisk R (2002) Presentation to the 1^st international symposium on service engineering and management. November, Stuttgart

Fornell C, Mithas S, Morgeson FV, Krishnan MS (2006) Customer satisfaction and stock prices: high returns, low risk. J Mark 70:3–14CrossRef

Ganesh J, Arnold MJ, Reynolds KE (2000) Understanding the customer base of service providers: an examination of the differences between switchers and stayers. J Mark 64:65–87CrossRef

Gillespie AM, Denison DR, Haaland S, Smerek R, Neale SW (2007) Linking organizational culture and customer satisfaction. Eur J Work Organ Psy 17(1):112–132CrossRef

Green KW, Chakrabarty S, Whitten D (2007) Organizational culture of customer care: market orientation and service quality. Int J Ser Stand 3(2):137–153

Hu J, Liden RC (2011) Antecedents of team potency and team effectiveness: an examination of goal and process clarity and servant leadership. J Appl Psychol 96:851–862CrossRef

Ivanovic S, Mikinac K, Perman L (2011) CRM development in hospitality companies for increasing the competitiveness in the tourist market. UTMS J Econ 2(1):59–68

Jaramillo F, Grisaffe DB, Chonko LB, Roberts JA (2009) Examining the impact of servant leadership on salesperson’s turnover intention. J Pers Sell Sales Manag 29:351–365

Jenkins M, Stewart AC (2010) The importance of a servant leader orientation. Health Care Manag Rev 35(1):46–54CrossRef

Johnson JW (1996) Linking employee perceptions of service climate to customer satisfaction. Pers Psychol 49:831–851CrossRef

Johnson WC, Weinstein A (2004) Superior customer value in the new economy: concepts and cases. CRC Press, Boca Raton, FL

Johnston R (2004) Towards a better understanding of service excellence. Manag Ser Quality: An Int J 14(2/3):129–133CrossRef

Jones TO, Sasser WE (1995) Why satisfied customers defect. Harv Bus Rev 73:88–89

Keaveney SM (1995) Customer switching behaviour in service industries: an exploratory study. J Mark 59(2):71–82CrossRef

Kotler P (2006) Marketing management (8th edn). Prentice Hall, Englewood, NJ

Kotter JP, Heskett JL (1992) Corporate culture and performance. The Free Press, New York

Laforet S (2016) Effects of organizational culture on organizational innovation performance in family firms. J Small Bus Enterp Dev 23(2):379–407CrossRef

Lawler EE III (1996) From the ground up: six principles for building the new logic corporation. Jossey-Bass, San Francisco

Lewis D (2002) Five years on – the organizational culture saga revisited. Leadership Organ Develop J 23(5):280–287CrossRef

Likert RL (1961) New patterns of management. McGraw-Hill Press, New York

Mayer DM, Bardes M, Piccolo RF (2008) Do servant-leaders help satisfy followers needs? An organizational justice perspective. Eur J Work Organ Psy 17:180–197CrossRef

Mazurkiewicz A (2014) Talent management as a new paradigm in management science. J Positive Manag 5(3):15–27CrossRef

Nayebzadeh S, Jalaly M, Shamsi HM (2013) The relationship between customer satisfaction and loyalty with the bank performance in Iran. Int J Academic Res Bus Soc Sci 3(6):114–123

Neinemeir JD, Perdue J (2008) Discovering hospitality and tourism – the World’s greatest industry, 2nd edn. Prentice Hall

Nickson D (2007) Human resource management for the hospitality and tourism industries. Butterworth-Heinemann

Ouchi WG (1981) Theory Z: how American business can meet the Japanese challenge. Avon Books, New York

Panagiotis M, Alexandros S, George P (2014) Organizational culture and motivation in the public sector. Procedia Economics and Finance 14:415–424CrossRef

Parasuraman A (1996) Understanding and leveraging the role of customer service in external, interactive and internal marketing. Paper presented at Frontiers in services conferences. October, Nashville, TN

Peters TJ, Waterman RH (1982) In search of excellence: lessons from America’s best run companies Harper and row. York, New

Reichheld F, Sasser WE (1990) Zero defections: quality comes to services. Harv Bus Rev 68:105–111

Rich BL, Lepine JA, Crawford ER (2010) Job engagement: antecedents and effects on job performance. Acad Manag J 53(3):617–635CrossRef

Rogg KL, Schmidt DB, Shull C, Schmitt N (2001) Human resource practices, organizational climate, and customer satisfaction. J Manag 27:431–449

Saffold G (1988) Culture traits, strength, and organizational performance: moving beyond “strong” culture. Acad Manag Rev 13:546–558

Schaufeli WB, Salanova M, Gonsalez-Rom AV, Bakker AB (2002) The measurement of engagement and burnout: a two-sample confirmatory factor analytic approach. J Happiness Stud 3:71–92CrossRef

Schneider B, Bowen DE (1985) Employee and customer perceptions of Service in Banks: replication and extension. J Appl Psychol 70(3):423–433CrossRef

Schneider B, Bowen DE (1995) Winning the service game. Harvard Business School Press, Boston, MA

Schneider B, Parkington JJ, Buxton MV (1980) Employee and customer perceptions of Service in Banks. Adm Sci Q 25(2)

Schneider B, White SS, Paul MC (1998) Linking service climate and customer perceptions of service quality: test of a causal model. J Appl Psychol 83:150–163CrossRef

Stanley TL (2007) Generate a positive corporate culture. Supervision 68(9):5–7

Sun L, Aryee S, Law K (2007) High-performance human resource practices, citizenship behaviour and organizational performance: a relational perspective. Acad Manag J 50:558–577CrossRef

Sweetman D, Luthans F (2010) The power of positive psychology: psychological capital and work engagement. In: Bakker AB, Leiter MP (eds) Work engagement: a handbook of essential theory and research. Psychology Press, pp 54–68

Trasorras R, Weinstein A, Abratt R (2009) Value, satisfaction, loyalty and retention in professional services. Mark Intell Plan 27(5):615–632CrossRef

Ulrich D, Younger J, Brockbank W, Ulrich M (2012) HR from the outside in: six competencies for the future resources. McGraw Hill, New York

Walumbwa FO, Hartnell CA, Oke A (2010) Servant leadership, procedural justice climate, service climate, employee attitudes, and organizational citizenship behaviour: a cross-level investigation. J Appl Psychol 95(3):517–529CrossRef

WTTC (2019) Economic Impact report. https://www.wttc.org/economic-impact/

Zeithaml AV, Rust TR, Lemon NK (2000) Driving customer equity: how customer lifetime value is reshaping corporate strategy. Free Press, NY

Title: Shifting Paradigms in Human Resource Management while Striving for Service Excellence in the Tourism Industry
Authors: Ruchi Sharma
Zilmiyah Kamble
Publisher: Springer International Publishing
Book: Service Excellence in Tourism and Hospitality
Print ISBN: 978-3-030-57693-6

Electronic ISBN: 978-3-030-57694-3

Copyright Year: 2021
DOI: https://doi.org/10.1007/978-3-030-57694-3_12