Organizational climate of food and beverage employees: Its impact upon customer satisfaction in hotels

International Journal of Hospitality and Tourism Administration

Volumn 4, Issue 4, 2004, Pages 85-100

  Davidson, Michael C G ^a   Manning, Mark L ^b  

^a UNIVERSITY OF NEW ORLEANS   (United States)

^b SOUTHERN CROSS UNIVERSITY   (Australia)

Author keywords

Customer satisfaction; Food and beverage; Hotels; Organizational climate; RevPAR

Indexed keywords

EID: 77951825101     PISSN: 15256480     EISSN: 15286499     Source Type: Journal    
DOI: 10.1300/J149v04n04_05     Document Type: Article

References (27)

1. Chipkin, H., 2002. True Worth 43–45. Lodging, May
2. Cole, R. E., Bacayan, P., and White, J. B., 1993. Quality, participation and competitiveness. Californian Management Review, Spring,:68–81.
3. Crom, S., and France, H., 1996. Teamwork brings breakthrough improvement in quality and climate. Quality Progress, 29(3):39–43.
4. Davidson, M. C. G., Manning, M. L., Timo, N., and Ryder, P. A., 2001. The dimensions of organizational climate in four and five star Australian hotels. Journal of Hospitality & Tourism Research, 25(4):444–461.
5. Davidson, M. C. G., Manning, M. L., Brosnan, P., and Timo, N., 2002. Organizational climate, perceived customer satisfaction and revenue per available room in four and five star Australian hotels. Tourism Analysis, 6(2):123–137.
6. DeVeau, L. T., DeVeau, P. M., and Downey, J. F., 1996. Earn good marks. Lodging,:77–80. April
7. Doran, M. S., Haddad, K., and Chow, C. W., 2002. Maximizing the success of the balanced scorecard implementation in the hospitality industry. International Journal of Hospitality and Tourism Administration, 3(2):33
8. Francese, P., 1993. Breaking the rules:Delivering responsive service. CHRIE Hospitality Research Journal, 16(2):55–76.
9. Gilbert, D., and Horsnell, S., 1998. Customer satisfaction measurement practice in United Kingdom hotels. Journal of Hospitality and Tourism Research, 22(4):450–464.
10. Guion, R. M., 1973. A note on organizational climate. Organizational Behavior and Human Performance, 9:120–125.
11. Heymann, K., 1992. Quality management-A ten point model. Cornell HRA Quarterly,:51–60. October
12. Jones, A. P., and James, L. R., 1979. Psychological climate:Dimensions and relationships of individual and aggregated work environment perceptions. Organizational Behaviour and Human Performance, 23:201–250.
13. Jones, O. T., and Sasser, E., Jr. 1995. Why satisfied customers defect?. Harvard Business Review, 73:88–9.
14. Kimes, S., 2001. How product quality drives profitability:The experience at Holiday Inn. The Cornell Hotel Restaurant Administration Quarterly, 42(3):25–28.
15. Kordupleski, R. E., Rust, R. T., and Zahorik, A. J., 1993. Why improving quality doesn't improve quality (or whatever happened to marketing)?. California Management Review, Spring,:82–95.
16. Moran, E. T., and Volkwein, J. F., 1992. The cultural approach to the formation of organizational climate. Human Relations, 45:19–47.
17. Partlow, C. G., 1993. How Ritz-Carlton applies “TQM”. The Cornell HRA Quarterly,:16–24. August
18. Price, M. J., and Chen, E. E., 1993. Total quality management in a small high technology company. California Management Review,:96–117. Spring
19. Ryder, P. A., and Southey, G. N., 1990. An exploratory study of the Jones and James organizational climate scales. Asia Pacific Human Resource Management,:45–52. August
20. Schneider, B., 1975. Organization climates-An essay. Personnel Psychology, 28:447–479.
21. Schneider, B., 1980. The service organization-Climate is crucial. Organizational Dynamics, 9:52–65.
22. Schneider, B., and Bowen, D. E., 1985. Employee and customer perceptions of service in banks replication and extension. Journal of Applied Psychology, 70:423–433.
23. Schneider, B., Brief, A. P., and Guzzo, R. A., 1996. Creating and climate and culture for sustainable organizational change. Organizational Dynamics,:7–19.
24. Schneider, B., Gunnarson, S. K., and Niles-Jolly, K., 1994. Creating the climate and culture of success. Organizational Dynamics,:17–29. Summer
25. Shea, P., 1996. Five steps to becoming a customer driven organization. The Quality Magazine,:58–62. June
26. Silcox, S., Cacioppe, R., and Soutar, G., 1996. Quality subcultures and their influence on change interventions. The Quality Magazine,:26–34. February
27. Vallen, G. K., 1993. Organizational climate and burnout. The Cornell Hotel Restaurant Administration Quarterly,:54–59. February