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Title: Tourists' perceptions of hotel frontline employees' questionable job-related behaviour
Authors: Wong, CKS
Keywords: Frontline employees
Job-related behaviour
Issue Date: 2000
Publisher: Pergamon Press
Source: Tourism management, 2000, v. 21, no. 2, p. 121-134 How to cite?
Journal: Tourism management 
Abstract: This paper investigates tourists' perceptions of hotel frontline employees' (N = 491) questionable job-related behaviour. Tourists were asked to indicate their perceptions about hotel employees' ethics in three service encounters (Front Office, Housekeeping and Food & Beverage) they experienced in hotels. Four dimensions were identified by factor analysis. Listed in descending order, from "Wrong" to "Not Wrong", they were: (1) infringement of guests' property; (2) unethical behaviour; (3) benefiting at the expense of guest supplementary service, and (4) against company work rules. Pearson's correlation analysis revealed certain relationships between the four dimensions and six independent attitudinal statements. An attempt was carried out to investigate whether any significant differences existed between the tourists' demographic variables using independent t-test and ANOVA analysis with the four identified dimensions. It was found that gender exerted significant difference, while age, education, nationality and purpose of stay scored differently in some factors. Overall, a clearer understanding of tourists' perceptions of hotel frontline employees was achieved. Recommendations to hotel practitioners are given in the areas of protecting guests' privacy, ethical education, disciplinary rules, and equitable rewards to cater to tourists' needs.
ISSN: 0261-5177
EISSN: 1879-3193
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