It is commonly believed that service attitudes are more positive inthe private than in the public sector of the service industry. Theproblems are addressed here. The aim of the project was to study serviceattitudes in hotel and restaurant staff compared to nurses in publichospitals. An instrument for measuring service attitudes, the ServiceAttitude Questionnaire SAQ was developed. This instrument aimed atmeasuring cognitive, emotional and behavioural aspects of serviceattitudes. A total of 62 respondents in the Stavanger region, Norway,completed the SAQ. The results indicated that service attitudes weremore positive in the private hotel and restaurant staff than in thepublic sector registered nurses. Hotel and restaurant staff scoredhigher more positive service attitudes on the cognitive, emotional andbehavioural components of the SAQ.
International Journal of Contemporary Hospitality Management – Emerald Publishing
Published: Feb 1, 1992