Organizational alignment and hospitality firm performance

International Journal of Culture, Tourism and Hospitality Research

Volumn 3, Issue 1, 2009, Pages 3-12

  Crotts, John C ^a   Ford, Robert C ^b   Heung, Vincent C s ^c   Ngai, E W T ^c  

^a Department of Teacher Education and Department of Sociology and Anthropology   (United States)

^b UNIVERSITY OF CENTRAL FLORIDA   (United States)

^c HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

Hospitality services; Profit; Strategic alignment

Indexed keywords

EID: 84945661777     PISSN: 17506182     EISSN: None     Source Type: Journal    
DOI: 10.1108/17506180910940306     Document Type: Article

References (36)

1. Andrews, K. (1971), The Concept of Corporate Strategy, Irwin, Homewood, IL.
2. Baird, L. and Meshoulam, I. (1988), “Managing to fits in strategic human resources management”, Academy of Management Review, Vol. 13 No. 1, pp. 116-28.
3. Bart, C. (1998), “Mission statement rationales and organizational alignment in the not-for-profit health care sector”, Health Care Management Review, Vol. 23 No. 4, pp. 54-70.
4. Bart, C.K., Bontis, N. and Taggar, S. (2001), “A model of the impact of mission statements on firm performance”, Management Decision, Vol. 39 No. 1, pp. 19-28.
5. Bernhardt, K., Dointhu, N. and Kennett, P. (2000), “A longitudinal analysis of satisfaction and profitability”, Journal of Business Research, Vol. 47 No. 2, pp. 161-71.
6. Crotts, J., Dickson, D. and Ford, R. (2005), “Aligning organizational processes with mission: the care of service excellence”, Academy of Management Executives, Vol. 19 No. 3, pp. 54-68.
7. Crotts, J., Everett, E. and Ledgerwood, C. (1998), “Antecedents of employee burnout in the hotel industry”, Progress in Tourism and Hospitality Research, Vol. 4 No. 1, pp. 31-44.
8. Davidson, M., Manning, M., Brosnan, P. and Timo, T. (2001), “Organizational climate, perceived customer satisfaction, and revenue per available room in four and five star Australian hotels”, Tourism Analysis, Vol. 6 No. 2, pp. 123-37.
9. Dickson, D., Ford, R. and Upchurch, R. (2006), “A case study in hotel organizational alignment”, International Journal of Hospitality Management, Vol. 25 No. 3, pp. 463-77.
10. Fields, D.L. (2002), Taking The Measure of Work: A Guide to Validated Scales for Organizational Research and Diagnosis, Sage Publications, Thousand Oaks, CA.
11. Ford, R. and Heaton, C. (2000), Managing the Guest Experience in Hospitality, Delmar Thompson Publishing, Albany, NY.
12. Ford, R., Heaton, C. and Brown, S. (2001), “Delivering excellent service: lessons from the best”, California Management Review, Vol. 44 No. 1, pp. 39-57.
13. Fredericks, J.O., Hurd, R.R. and Salter, J.M. (2001), “Connecting customer loyalty to financial results”, Journal of Marketing Management, Spring, pp. 26-32.
14. Gelade, G. and Young, S. (2005), “Test of the service profit chain model in the retail banking sector”, Journal of Occupational and Organizational Psychology, Vol. 78 No. 1, pp. 1-22.
15. Gratton, L. and Truss, C. (2003), “The three-dimensional people strategy: putting human resource polices into action”, Academy of Management Executive, Vol. 17 No. 3, pp. 74-86.
16. Gronroos, C. (2000), Services Management and Marketing: A Customer Relationship Management Approach, John Wiley and Sons, Chichester.
17. Heskett, J., Sasser, W. and Schlesinger, L. (1997), The Service Profit Chain, Free Press, New York, NY.
18. Heskett, J., Jones, T., Loveman, G., Sasser, W. and Schlesinger, L. (1994), “Putting the service profit chain to work”, Harvard Business Review, Vol. 72, pp. 164-75.
19. Kotler, O., Bowen, J. and Makens, J. (1999), Marketing for Hospitality and Tourism, Prentice Hall, Upper Saddle River, NJ.
20. Lawrence, P. and Lorch, J. (1967), Organization and Environment, Harvard Business School Press, Boston, MA.
21. Lovelock, C. (2002), Principles of Service Marketing and Managemen, Prentice Hall, Upper Saddle River, NJ.
22. Loveman, G.W. (1998), “Employee satisfaction, customer loyalty, and financial performance: an empirical examination of the service profit chain in retail banking”, Journal of Service Research, Vol. 1 No. 1, pp. 18-31.
23. Masterson, S. (2001), “A trickle-down model of organizational justice. Relating employees' and customers' perceptions of and reactions to fairness”, Journal of Applied Psychology, Vol. 86, pp. 594-604.
24. Miles, R. and Snow, C. (1978), Organizational Strategy Structure, and Process, McGraw-Hill, New York, NY.
25. Nadler, D. and Tushman, M. (1997), Competing by Design, Oxford University Press, New York, NY.
26. PKF Consulting (2005), Trends in the Hotel Industry: USA Report, PKF Consulting, Atlanta, GA.
27. Porter, M. (1996), “What is strategy?”, Harvard Business Review, Vol. 74 No. 6, pp. 61-78.
28. Powell, T. (1992), “Organizational alignment as competitive advantage”, Strategic Management Journal, Vol. 13 No. 2, pp. 119-35.
29. Pritchard, M. and Silvestro, R. (2005), “Applying the service profit chain to analyze retail performance”, International Journal of Service Industry Management, Vol. 16 No. 4, pp. 337-56.
30. Reichheld, F. (1996), The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Press, Boston, MA.
31. Schneider, B., Bowen, D., Ehrhart, M. and Holcome, K. (2000), “The climate for service”, in Ashkanasy, N., Wilderom, C. and Peterson, M. (Eds), Handbook of Organizational Culture and Climate, Sage Publications, Thousand Oaks, CA, pp. 1-36.
32. Thompson, A. and Strickland, A. (2003), Strategic Management, McGraw-Hill, New York, NY.
33. Tichy, N. (1983), Managing Strategic Change, Wiley, New York, NY.
34. Vandermerwe, S. (2000), “How increasing value to customers improves business results”, Sloan Management Review, Fall, pp. 27-37.
35. Wiley, J. (1991), “Consumer satisfaction: a supportive work environment and its financial cost”, Human Resource Planning, Vol. 14 No. 2, pp. 117-27.
36. Wright, P. and Snell, S. (1998), “Toward a unifying framework for exploring fit and flexibility in strategic human resource management”, Academy of Management Review, Vol. 23 No. 4, pp. 756-72.