Examining organizational climate in Greek hotels from a service quality perspective

Author:

Bellou Victoria,Andronikidis Andreas I.

Abstract

PurposeOrganizational climate, which includes the setting of values, rules and priorities to be followed by all individuals involved in the organisation, has been receiving increased attention over recent years. The purpose of this paper is to look into the prevalent organizational climate within hotels and to identify variations in employees' perceptions, based on whether they hold managerial or non‐managerial positions.Design/methodology/approachThis paper reports a study conducted in 24 Greek hotels located in the Thessaly region, providing 217 usable responses. Descriptive statistics were used to determine the relative importance placed on the climate dimensions and then t‐tests were used to check for significant differences between managerial and non‐managerial employees.FindingsThe results show that efficiency, reflexivity, innovation and flexibility, supervisory support and quality were among the most prominent characteristics affected by organisational climate, whereas outward focus and pressure to produce were least affected. Moreover, the only differences revealed between managerial and non‐managerial employees were in the areas of involvement and efficiency.Research limitations/implicationsSince Greece is a very diverse country in terms of tourism, including hotels that operate in other regions of the country would improve the generalizability of these findings. Future research should also try to link organizational climate directly with measures of the actual service quality provided to customers.Originality/valueIdentifying the prevalent organizational climate can help managers to optimize performance by identifying inherent strengths and weaknesses. Managers can then exploit the opportunities offered and evade the threats evident in the globalized hospitality setting. In addition, variations in perceptions between managers and non‐managers may help the organization to identify common priorities among all individuals employed.

Publisher

Emerald

Subject

Tourism, Leisure and Hospitality Management

Reference81 articles.

1. Argyris, C. (1958), “Some problems in conceptualizing organizational climate: a case study of a bank”, Administrative Science Quarterly, Vol. 2, pp. 501‐20.

2. Ashkenasy, N.M., Wilderom, C.P.M. and Peterson, M.F. (Eds) (2000), Handbook of Organizational Culture and Climate, Sage, London.

3. Bank of Greece (2008), available at: www.bankofgreece.gr (accessed 8 May 2008).

4. Bitner, M.J., Booms, B.H. and Mohr, L.A. (1994), “Critical service encounters: the employee's viewpoint”, Journal of Marketing, Vol. 58, pp. 95‐106.

5. Bowers, D. (1976), Systems of Organization, University of Michigan, Ann Arbor, MI.

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3