Managing your guest as a Quasi-employee

Cornell Hotel and Restaurant Administration Quarterly

Volumn 42, Issue 2, 2001, Pages 46-55

  Ford, Robert C ^a   Heaton, Cherrill P ^b  

^a UNIVERSITY OF CENTRAL FLORIDA   (United States)

^b UNIVERSITY OF NORTH FLORIDA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0035314823     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1177/0010880401422004     Document Type: Article

References (15)

1. 1 See: Robert C. Ford and Cherrill P. Heaton, Managing the Guest Experience in Hospitality (Albany, NY: Delmar, 2000).
2. 2 For an excellent article on this subject, see: David E. Bowen, "Managing Customers as Human Resources in Service Organizations," Human Resource Management, Vol. 25, No. 3 (1986), pp. 371-383.
3. 3 For further discussion of defining customer roles, see: Peter K. Mills and James H. Morris, "Clients as 'Partial' Employees of Service Organizations: Role Development in Client Participation," Academy of Management Review, Vol. 11, No. 4 (1986), pp. 726-735. See also: Ford and Heaton, pp. 229-237.
4. 3 For further discussion of defining customer roles, see: Peter K. Mills and James H. Morris, "Clients as 'Partial' Employees of Service Organizations: Role Development in Client Participation," Academy of Management Review, Vol. 11, No. 4 (1986), pp. 726-735. See also: Ford and Heaton, pp. 229-237.
5. 4 James L. Heskett et al., "Putting the Service-Profit Chain to Work," Harvard Business Review, Vol. 72, No. 2 (1994), p. 172.
6. 5 For further discussion and examples of this point, see Neeli Bendapudi and Leonard L. Berry, "Customers' Motivations for Maintaining Relationships with Service Providers," Journal of Retailing, Vol. 73, No, 1 (1997), pp. 15-37.
7. 6 For a classic article on this point, see: Christopher H. Lovelock and Robert F. Young, "Look to Consumers to Increase Productivity," Harvard Business Review, Vol. 57, No. 3 (1979), pp. 168-178.
8. 7 Scott W. Kelley, James H. Donnelly, and Steven J. Skinner, "Customer Participation in Service Production and Delivery," Journal of Retailing, Vol. 66, No. 3 (1990), pp. 315-335.
9. 8 See: Robert C. Ford and Ady Milman, "George C. Tilyou -Developer of the Contemporary Amusement Park," Cornell Hotel and Restaurant Administration Quarterly, Vol. 41, No. 4 (August 2000), pp. 62-71.
10. 9 For some ideas in this section we are indebted to: Benjamin Schneider and David E. Bowen, Winning the Service Game (Boston: Harvard Business School Press, 1995), pp. 88-89.
11. 10 For more on creating diagrams of processes in which guests might be involved, see: G. Lynn Shostack and Jane Kingman Brundage. "How to Design a Service," in The AMA Handbook of Marketing for the Service Industry, ed. Carole A. Congman and Margaret L. Friedman (American Marketing Association, 1991), pp. 243-261; G. Lynn Shostack, "Designing Services That Deliver." Harvard Business Review, Vol. 62, No. 1 (1984), pp. 133-139; J. Kingman-Brundage, "Technology, Design, and Service Quality," International Journal of Service Industry Management, Vol. 2, No. 3 (1991), pp. 47-59;
12. 10 For more on creating diagrams of processes in which guests might be involved, see: G. Lynn Shostack and Jane Kingman Brundage. "How to Design a Service," in The AMA Handbook of Marketing for the Service Industry, ed. Carole A. Congman and Margaret L. Friedman (American Marketing Association, 1991), pp. 243-261; G. Lynn Shostack, "Designing Services That Deliver." Harvard Business Review, Vol. 62, No. 1 (1984), pp. 133-139; J. Kingman-Brundage, "Technology, Design, and Service Quality," International Journal of Service Industry Management, Vol. 2, No. 3 (1991), pp. 47-59;
13. 10 For more on creating diagrams of processes in which guests might be involved, see: G. Lynn Shostack and Jane Kingman Brundage. "How to Design a Service," in The AMA Handbook of Marketing for the Service Industry, ed. Carole A. Congman and Margaret L. Friedman (American Marketing Association, 1991), pp. 243-261; G. Lynn Shostack, "Designing Services That Deliver." Harvard Business Review, Vol. 62, No. 1 (1984), pp. 133-139; J. Kingman-Brundage, "Technology, Design, and Service Quality," International Journal of Service Industry Management, Vol. 2, No. 3 (1991), pp. 47-59;
14. and D. Daryl Wyckoff. "New Tools for Achieving Service Quality." Cornell Hotel and Restaurant Administration Quarterly, Vol. 25, No. 3 (November 1984), p. 89.
15. 11 Heskett et al., p. 238.