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Title: Harmony or truth : the application and ethicality of deception in hospitality
Authors: Kum, Chun Fung
Advisors: CHAN, Siu Wa Eric 
Issue Date: 2017
Publisher: The Hong Kong Polytechnic University
Abstract: Deception has been a taboo in the hospitality industry as the public expects all service providers to be sincere and genuine. However, deception is inevitable in human interaction. When a hotel staff filters away some unpleasant information in order to not upset the guests, deception is already in practice.
Being well-researched in other disciplines, deception in guest services has never been properly studied by previous scholars. As such, this research aims to break the ground and launch a new path in the academia. The main objectives of which are to examine the effectiveness of deception in guest services, the rationales of practising so, the perceived ethicality from the perspective of hospitality employees, and thereby offer insights for both operational and managerial staff on how to deal with deception.
Upon completion of reviewing literature from other disciplines as a foundation to discuss the findings from the data collection, 20 hospitality frontline employees from different industries were interviewed.
The results generated were captivating and it is found that unlike other disciplines, deception in the hospitality industry has its own unique features. Implications and recommendations for practitioners are also offered in the end of the paper.
Award: Best Undergraduate Honours Thesis Award (2016-2017)
Rights: All rights reserved.
Programme: Bachelor of Science (BSc) (Hons) in Hotel Management
Appears in Collections:Outstanding Work by Students

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