The implications of hotel employee attitudes for the development of quality tourism: The case of Cyprus

Sharpley, Richard and Forster, Gillian (2003) The implications of hotel employee attitudes for the development of quality tourism: The case of Cyprus. Tourism Management, 24 (6). pp. 687-697. ISSN 0261 5177

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Official URL: http://dx.doi.org/10.1016/S0261-5177(03)00044-X

Abstract

In an increasingly competitive market, the issue of quality has grown in significance for tourism businesses and destinations alike. This has been influenced by a number of factors, such as the expansion of consumer rights and the alleged emergence 'new', quality conscious tourists. In particular, it is the need to retain or increase competitive advantage that has underpinned the drive for quality in tourism-certainly, many destinations, especially those operating in the highly competitive summer-sun market, are now adopting quality tourism development strategies. However, little or no attention has been paid to the role of tourism industry employees, particularly those in hotels, in the success of quality management programmes. The purpose of this paper is to address this omission. Based upon a survey of hotel employees in Cyprus, it identifies a number of factors that may support or limit the drive towards quality service provision, with a variety of implications for the destination as a whole as well as individual hotels. In particular, hotel management should implement strategies based on reward systems, empowerment and reducing staff turnover, whilst there is an important co-ordination and guidance role to be played by the national tourism organisation.

Item Type: Article
Uncontrolled Keywords: Cyprus tourism, employee attitudes, quality management, quality tourism, service quality
Subjects: N100 Business studies
N800 Tourism, Transport and Travel
Department: Faculties > Business and Law > Newcastle Business School > Business and Management
Depositing User: Becky Skoyles
Date Deposited: 05 Feb 2015 13:23
Last Modified: 10 Aug 2015 11:10
URI: http://nrl.northumbria.ac.uk/id/eprint/19594

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