Customer service, employee welfare and snowsports tourism in Australia

Customer service, employee welfare and snowsports tourism in Australia Purpose – The aim of this paper is to explore the extent to which employee welfare and human resource management impacts on customer service. Design/methodology/approach – Data were collected from a number of operational staff of the Mount Kosciusko ski fields in Australia. The staff was selected at random and comprised both permanent local staff and seasonal staff, and completed a self‐administered questionnaire. Findings – The results highlight the challenging living conditions of many seasonal workers on whom the industry depends and at the organizational level this research demonstrates a need for effective management skills and employment strategies that reflect the needs of seasonal staff. As was shown, there is a relationship between staff satisfaction, camaraderie and customer satisfaction. Research limitations/implications – To better gauge the extent to which this research is applicable to all “front line” employees this study could be replicated in such locations as islands or isolated resorts with comparisons made with the same labor in established tourism resorts. The limitation of this study would be the specific mountain location in which it was conducted, and the size of the sample. Practical implications – This study clearly identifies an area of human resource management which needs to be considered. When a region relies heavily on seasonal staff their welfare should be of prime consideration, because disgruntled staff translates directly into disgruntled customers. Originality/value – This paper adds a clearer understanding to the body of knowledge surrounding staff retention in the service industries. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Contemporary Hospitality Management Emerald Publishing

Customer service, employee welfare and snowsports tourism in Australia

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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0959-6119
DOI
10.1108/09596110810852177
Publisher site
See Article on Publisher Site

Abstract

Purpose – The aim of this paper is to explore the extent to which employee welfare and human resource management impacts on customer service. Design/methodology/approach – Data were collected from a number of operational staff of the Mount Kosciusko ski fields in Australia. The staff was selected at random and comprised both permanent local staff and seasonal staff, and completed a self‐administered questionnaire. Findings – The results highlight the challenging living conditions of many seasonal workers on whom the industry depends and at the organizational level this research demonstrates a need for effective management skills and employment strategies that reflect the needs of seasonal staff. As was shown, there is a relationship between staff satisfaction, camaraderie and customer satisfaction. Research limitations/implications – To better gauge the extent to which this research is applicable to all “front line” employees this study could be replicated in such locations as islands or isolated resorts with comparisons made with the same labor in established tourism resorts. The limitation of this study would be the specific mountain location in which it was conducted, and the size of the sample. Practical implications – This study clearly identifies an area of human resource management which needs to be considered. When a region relies heavily on seasonal staff their welfare should be of prime consideration, because disgruntled staff translates directly into disgruntled customers. Originality/value – This paper adds a clearer understanding to the body of knowledge surrounding staff retention in the service industries.

Journal

International Journal of Contemporary Hospitality ManagementEmerald Publishing

Published: Mar 7, 2008

Keywords: Competitive advantage; Tourism

References

  • Teaching human resources management in hospitality and tourism: a critique
    Baum, T.; Nickson, D.
  • Strategic success in winter sports destinations: a sustainable value creation perspective
    Flagestad, A.; Hope, C.A.
  • The measurement of experienced burnout
    Maslach, C.; Jackson, S.E.

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