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Chakraborty, Shreyashi
- Viewing Hotel Industry through Customer Oriented Bureaucracy
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Authors
Affiliations
1 Indian Institute of Management Calcutta, IN
1 Indian Institute of Management Calcutta, IN
Source
Indian Journal of Industrial Relations: Economics & Social Dev., Vol 53, No 1 (2017), Pagination: 37-47Abstract
Direct contact with the customer in any service interaction creates a unique set of challenges for both the employer as well as the front-line service worker. It occurs in the pursuit of dual, contradictory goals of efficiency and being customer-oriented. This paper, while using the example of the hotel industry explicates that efficiency is achieved at the cost of quality of service delivery. Howsoever unattainable the dual goals seem to be in the hotel industry, with proper investments in human resources organizations have thrived and excelled in their environments and proved that the goals might not be contradictory in nature after all.
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Authors
Affiliations
1 Professor and Chair (HR/OB), Head of Research & International Relations, BML Munjal University, Gurgaon, IN
2 Assistant Professor, XLRI, Jamshedpur, IN
3 Doctoral Scholar, BML Munjal University, Gurgaon, IN
1 Professor and Chair (HR/OB), Head of Research & International Relations, BML Munjal University, Gurgaon, IN
2 Assistant Professor, XLRI, Jamshedpur, IN
3 Doctoral Scholar, BML Munjal University, Gurgaon, IN