Getting quality out on the street - A case of show and tell

Cornell Hotel and Restaurant Administration Quarterly

Volumn 37, Issue 1, 1996, Pages 28-33

  Brownell, Judi ^a   Jameson, Daphne ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0030079243     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1016/0010-8804(96)84594-0     Document Type: Article

References (19)

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2. 1 R.M. Donnelly, "The Interrelationship of Planning with Corporate Culture in the Creation of SharedValues," Managerial Planning, Vol. 32, No. 6 (1984), pp. 8-12; B.L. Porter and W.S. Parker, Jr., "Culture Change," Human Resource Management, Vol. 31, No. 2 (Summer 1992), pp. 45-67; and B. Schneider, "The Climate for Service: An Application of the Climate Construct," in Organizational Climate and Culture, ed. B. Schneider (San Francisco: Jossey-Bass, 1990), pp. 383-412.
3. 1 R.M. Donnelly, "The Interrelationship of Planning with Corporate Culture in the Creation of SharedValues," Managerial Planning, Vol. 32, No. 6 (1984), pp. 8-12; B.L. Porter and W.S. Parker, Jr., "Culture Change," Human Resource Management, Vol. 31, No. 2 (Summer 1992), pp. 45-67; and B. Schneider, "The Climate for Service: An Application of the Climate Construct," in Organizational Climate and Culture, ed. B. Schneider (San Francisco: Jossey-Bass, 1990), pp. 383-412.
4. 2 J. Brownell, "The Symbolic/Culture Approach: Managing Transition in the Service Industry," International Journal of Hospitality Management, Vol. 9, No. 3 (1990), pp. 191-205; and
5. H. Greenbaum, E. Holden, and L. Spataro, "Organizational Structure and Communication Process: A Study of Change," Group and Organization Studies, Vol. 8, No. 1 (1983), pp. 61-82.
6. 3 M.N. Barrington and M.D. Olsen, "Concept of Service in the Hospitality Industry,International Journal of Hospitality Management, Vol. 6, No. 3 (1987), pp. 28-33; and C.G. Partlow, "How Ritz-Carlton Applies 'TQM,'" Cornell Hotel and Restaurant Administration Quarterly, Vol. 34, No. 4, (August 1993), pp. 16-24.
7. 3 M.N. Barrington and M.D. Olsen, "Concept of Service in the Hospitality Industry,International Journal of Hospitality Management, Vol. 6, No. 3 (1987), pp. 28-33; and C.G. Partlow, "How Ritz-Carlton Applies 'TQM,'" Cornell Hotel and Restaurant Administration Quarterly, Vol. 34, No. 4, (August 1993), pp. 16-24.
8. 4 J.A. Hess, "Assimilating Newcomers into an Organization: A Cultural Perspective," Journal of Applied Communication Research, May 1993, pp. 189-210; M.R. Louis, "Surprise and Sense-Making: What Newcomers Experience in Entering Unfamiliar Organizational Settings," Administrative Science Quarterly, Vol. 23, No. 2 (1970), pp. 225-251; G.F. Ross, "Service Quality and Management: The Perceptions of Hospitality Employees," Journal ofTourism Studies, Vol. 4, No. 2 (1993), pp. 12-23; and K.L. Seelhoff, "Nine Steps to Better Communication: Supervisors Find That Informal Communication with Staff Builds Trust, Commitment," Hotels, Vol.27, No. 11 (1993), p. 24.
9. 4 J.A. Hess, "Assimilating Newcomers into an Organization: A Cultural Perspective," Journal of Applied Communication Research, May 1993, pp. 189-210; M.R. Louis, "Surprise and Sense-Making: What Newcomers Experience in Entering Unfamiliar Organizational Settings," Administrative Science Quarterly, Vol. 23, No. 2 (1970), pp. 225-251; G.F. Ross, "Service Quality and Management: The Perceptions of Hospitality Employees," Journal ofTourism Studies, Vol. 4, No. 2 (1993), pp. 12-23; and K.L. Seelhoff, "Nine Steps to Better Communication: Supervisors Find That Informal Communication with Staff Builds Trust, Commitment," Hotels, Vol.27, No. 11 (1993), p. 24.
10. 4 J.A. Hess, "Assimilating Newcomers into an Organization: A Cultural Perspective," Journal of Applied Communication Research, May 1993, pp. 189-210; M.R. Louis, "Surprise and Sense-Making: What Newcomers Experience in Entering Unfamiliar Organizational Settings," Administrative Science Quarterly, Vol. 23, No. 2 (1970), pp. 225-251; G.F. Ross, "Service Quality and Management: The Perceptions of Hospitality Employees," Journal ofTourism Studies, Vol. 4, No. 2 (1993), pp. 12-23; and K.L. Seelhoff, "Nine Steps to Better Communication: Supervisors Find That Informal Communication with Staff Builds Trust, Commitment," Hotels, Vol.27, No. 11 (1993), p. 24.
11. 4 J.A. Hess, "Assimilating Newcomers into an Organization: A Cultural Perspective," Journal of Applied Communication Research, May 1993, pp. 189-210; M.R. Louis, "Surprise and Sense-Making: What Newcomers Experience in Entering Unfamiliar Organizational Settings," Administrative Science Quarterly, Vol. 23, No. 2 (1970), pp. 225-251; G.F. Ross, "Service Quality and Management: The Perceptions of Hospitality Employees," Journal ofTourism Studies, Vol. 4, No. 2 (1993), pp. 12-23; and K.L. Seelhoff, "Nine Steps to Better Communication: Supervisors Find That Informal Communication with Staff Builds Trust, Commitment," Hotels, Vol.27, No. 11 (1993), p. 24.
12. 5 B.P. Niehoff, C.A. Enz, and R.A. Grover, "The Impact of Top-Management Actions on Employee Attitudes and Perceptions," Group and Organizational Studies, Vol. 15, No. 3 (1993), pp. 337-352.
13. 6 Ross, pp. 12-23; D.A. Waldman, "A Theoretical Consideration of Leadership and Total Quality Management," Leadership Quarterly, Vol. 4, No. 1 (1993), pp. 65-79; and B.J. White, "Developing Leaders for the High-Performance Workplace," Human-Resource Management, Vol. 33, No. 1 (Spring 1994), pp. 161-168.
14. 6 Ross, pp. 12-23; D.A. Waldman, "A Theoretical Consideration of Leadership and Total Quality Management," Leadership Quarterly, Vol. 4, No. 1 (1993), pp. 65-79; and B.J. White, "Developing Leaders for the High-Performance Workplace," Human-Resource Management, Vol. 33, No. 1 (Spring 1994), pp. 161-168.
15. 6 Ross, pp. 12-23; D.A. Waldman, "A Theoretical Consideration of Leadership and Total Quality Management," Leadership Quarterly, Vol. 4, No. 1 (1993), pp. 65-79; and B.J. White, "Developing Leaders for the High-Performance Workplace," Human-Resource Management, Vol. 33, No. 1 (Spring 1994), pp. 161-168.
16. 7 N. Johns, "Quality Management in the Hospitality Industry: Recent Developments," International Journal of Contemporary Hospitality Management, Vol. 5, No. 1 (1993), pp. 10-15; S.A. Sackman, "Culture and Subcultures: An Analysis of Organizational Knowledge," Administrative Science Quarterly, Vol. 37 (1992), pp. 140-161; and D.P. Schmidt, "Integrating Ethics into Organizational Networks," Journal of Management Development, Vol. 11, No. 4 (1992), pp. 34-43.
17. 7 N. Johns, "Quality Management in the Hospitality Industry: Recent Developments," International Journal of Contemporary Hospitality Management, Vol. 5, No. 1 (1993), pp. 10-15; S.A. Sackman, "Culture and Subcultures: An Analysis of Organizational Knowledge," Administrative Science Quarterly, Vol. 37 (1992), pp. 140-161; and D.P. Schmidt, "Integrating Ethics into Organizational Networks," Journal of Management Development, Vol. 11, No. 4 (1992), pp. 34-43.
18. 7 N. Johns, "Quality Management in the Hospitality Industry: Recent Developments," International Journal of Contemporary Hospitality Management, Vol. 5, No. 1 (1993), pp. 10-15; S.A. Sackman, "Culture and Subcultures: An Analysis of Organizational Knowledge," Administrative Science Quarterly, Vol. 37 (1992), pp. 140-161; and D.P. Schmidt, "Integrating Ethics into Organizational Networks," Journal of Management Development, Vol. 11, No. 4 (1992), pp. 34-43.
19. 8 E.M. Eisenberg and H.L. Goodall, Jr., Organizational Communication: Balancing Creativity and Constraint (New York: St. Martin's Press, 1993), p. 144.