New Era of Hospitality Industry - Example

Current "taste" of The hospitality consumer Name: Roll No: Class: Teacher: Subject: February 28, 2008 University: Introduction Some of the recent events throughout the world of trade and commerce that include collapse of multinational firms, shareholder anger at the huge executive payouts and common discontent with corporate performance- have recommended that there is a vast room available for alterations in attitudes and behavior towards social responsibility and corporate governance across many industries that also include hospitality. Manager morality and ethical issues are interlinked and formed by the values of high-ups and the organization. The professionalism can be achieved via adoption of a particular value system that concentrates on a just financial and monetary performance being one of the prime corporate objectives. (Gguerrier,Y. Adib. A. 2000) The quantity of research on the impact of non-economic issues relating to organizations on the welfare of human being had declined in the recent years. In the business community the subject of corporate social values and responsibility has also been transformed as a significant component of business education. It has inspired extensive conversation all the way through business community on both investment and management practices. (Wearne, N. 1997) A particular link had been identified in ethical philosophy and management behavior. Even though research testing the linkage among leadership principles and hospitality ethics is limited but some studies made in this regard focused on the behaviors towards ethical and moral scenarios, instead of analyzing their impact and use within a scenario of leadership. (Gguerrier,Y. Adib. A. 2000) The corporate policies mostly in services industries emphasize organizational productivity and efficiency components such as competitiveness, profits and cost saving, often require manager to adopt ethically questionable places. Some of the management gurus suggest that success in economic i8ssues is incontrovertibly linked with specific management approaches. (Wearne, N. 1997) One of the complexities confronted by the hospitality industry had been noted by the researchers that nobody had yet discovered categories or endeavored to supply a paradigm to quantify and narrate the philosophical foundations for managers’ job of decision making. The type of explorations has no worth until it is examined as to why a particular person should need ethical matters in the first place. There are some premises for economic advantages that stem from ethical management and it had been argues by some researchers as to why an individual will be more ethical and specifically rely on what inspires them personally. (Gguerrier,Y. Adib. A. 2000) In this study we shall try to understand the complexities and impact of hospitality particularly on service industries and evaluate the current taste of the hospitality consumer. We shall attempt to examine the reasons that make hospitality industry exclusive and unique from a managerial and historical perspective. The definition of hospitality will also be discussed with the intention to establish particular parameters for concentration. A review of the consumer taste of hospitality in the historical background that establishes a specific pattern of expectations and behavior of the host that is manager will be augmented. A further assessment of the connectivity will be made among consumers and hosts for searching ethical obligations. (Wearne, N. 1997) Definition of Hospitality The early perception of hospitality is conservatively echoed in it definitions. The word hospitality is derived from the Latin ‘hospes’ meaning ‘guest. (Wearne, 1997) Dictionary defines ‘hospitality’ as ‘generous and friendly reception, greeting and entertainment of strangers or customers. (Oxford Reference Dictionary, 1996, p.42) Hospitality is a relationship that is based on guest and host. Hospitality in order to be effective needs the guest to develop a feeling about host being a kind and hospitable person through providing generosity feelings, wish to please and a actual regard for the guest purely as an individual. The term ‘hospitable’ is mostly used in association with hospitality. Hospitable is defined as “affording or offering welcome and entertainment to strangers….) (Oxford English Dictionary, 1989) The primary interacting component is that of the communal relationship cultivated by the friendly, warm, courteous, welcoming, generous and open attitude of the host establishing the hospitable social circumstances. This promotes the constructive sense of comfort and security created by the physical format, décor, location and design of the facility. Finally the stipulation of accommodation facilities to relax, wash and sleep together with the supply of service, food, beverage and entertainment. (Pine B. J. & Gilmore, J.H. 1999) For the purpose of defining the relationship between consumer and hospitality industry it is significant to present a clear definition of hospitality to provide a structure in which premises can be made and conclusions can be drawn. This particular framework will also provide us certain advantages from explorations of associations, managerial characteristics and responsibilities in the environment of hospitality industry. (Wearne, N. 1997) Hospitality is linked with ethics as it defines receiving and welcoming as a notion of examining each other well beyond any particular commercial aspect. Derrida has focused on the subject of hospitality in depth and discussed the complexities and benefits of hospitality industry along with its specific linkage to the consumers taste. The conclusion can be made Derrida suggesting that hospitality needs a broader consideration much more than profit alone. (Wearne, N. 1997) Hospitality a Friendly Approach for Consumers Some researchers had suggested that hospitality connotes friendship, welcome, comfort and cordial service. While there are some challenges to this paradigm that commercial firms that are expert in providing services through a voluntary personal exchange being contemporaneous in nature and endeavored to increase the mutual benefits of the consumers concerned. This approach has been mostly criticized for not taking on board the array of specific activities like casinos, bingo halls and retail outlets etc that can be linked with the industry. (Pine B. J. & Gilmore, J.H. 1999) There are three specific conditions linked with voluntary exchange: Both seller and buyer have ample knowledge about benefits and costs linked with the transactions. Neither the seller nor the buyer are forced to conduct transaction and Both parties are able in establishing rational assessments about benefits and costs. (Pine B. J. & Gilmore, J.H. 1999) Background of Hospitality If people had not lived together there would be no towns and cities for people to live. As such there would have been no need to create customs, laws and impartial social system. In fact these developments provide a support to human spirit and combined consideration through mutual receiving and giving by placing all available resources at the disposal of other persons, we are successful in ensuring that every need is met. (Belbin, M. 1996) The concept of hospitality has always been linked with the development of tourism, travel and business. Concept of hospitality is essential and integral with the richness of many customs that have gone along with its history. As far back as the Romans, Greeks and Egyptians pleasure and tourist places were built. The concept of hospitality, for the ancient Greeks, was interrelated with religion. It was a firm belief that Zeus Xenios in fact provided the foreign visitors with protection and care all the way through their stay and any violation made in the responsibilities and duties of hospitality would aggravate the wrath of the gods. (Lockwood, 1996) As civilization expanded and people started travelling for communication and trade, the hospitality concept was expanded and included a place needed for providing food, shelter and rest for travelers. Monasteries and religious houses mostly assumed the responsibility of providing such facilities for the travelers. Gradually and slowly hospitality emerged as a pure commercial enterprise with the development of ‘inns’. By the 14th century the hospitality business was established steadfastly. (Medlik and Airey, 1978) Some other development was establishment and growth of coffee houses in Oxford, first hotels, seaside and inland resorts. Modern traveler now-a-days is able in making choice from innumerable establishment of hospitality industry that accommodate to various wants and needs. (Belbin, M. 1996) The hospitality industry in conventionally connected with the provision for services and facilities towards consumers and none of the services offered in hospitality industry can be offered without creating awareness about the roles that are essential to facilitate this provision. Different definitions are available for hospitality in the historical context with broader interpretations incorporating friend, host, guest, owner, power, lord, enemy, stranger and different rights of foreigners. (Gguerrier,Y. Adib. A. 2000) Etymologically, hospitality had been defined as linkage with identity and the variety of roles assumed as lord- satisfaction of consumer; for the sake of implementation it revolves around specific commitments to fair exchange and reciprocity. Consumers are in fact the central normative component of the worldwide society and as such hospitality deems to suggest that a particular pact is needed between consumers and those who are providing services which contribute to surfacing of a worldwide commonwealth. (Cavallar, 2002) To underscore the significance among relationship between host and the consumer, five principles that governed hospitality in the 17th century are applicable even today: (Selwyn, 2000) The relationship is grounded in the aspects of social life An essential element of hospitality is identifying the sacred nature of consumer Hospitality is noble Social associations produced by hospitality are significant as those specifically formed in general The altruistic giving is an essential part of social life. (Hofstede, G. 1997) Hospitality- Special Features Hospitality involves making consumers comfortable and satisfying them and providing spiritual benefits that are mostly derived from the elements of hospitality. Hospitality serves as powerful means of coherent social structures whereby communal roles are defined clearly. Hospitality tends to provide consumers kindness, generosity etc as most of their lifetime is spent in the circumstances where hospitableness is needed. (Telfer, 2000) Business activities are suggested by some studies to be conducted among people in community, they can be assessed from a ethical or moral point of view. The commercial elements of hospitality are the most significant. The success accomplished in hospitality industry is reliant on the expression of care, respect, kindness and concern by all parties concerned. Each party reaps benefits from the particular attitude that is socially responsible and as such manager need to display such kind of typical behavior. (Hampson, I & Morgan, D. 2001) Hospitality industry is mostly characterized by high employee turnover and low job morale that ultimately leads to inconsistent quality and higher costs. The significance of organizational obligation in improving such figures is highlighted by some authors. As such a successful result can be derived by the independent willingness of staff in accepting and also working towards the accomplishment of organizational aims. A successful organization is based on plain communicated human values. Commitment to these values will not be achieved unless such objectives permeate all the way through cultural and operational structure of the firm and are replicated in the attitudes of the service providers. (Gguerrier,Y. Adib. A. 2000) As suggested above that each party in the particular transaction of hospitality reaps benefits from the particular hospitable behavior and managers should display such kind of behavior. Presently the hospitality consumer is in search of comfort, closeness and familiarity that can contribute of the overall aims of the service providers in sustaining economic development. (Belbin, M. 1996) The significance of hospitality for the current taste of consumer affects the organizational culture and also the strategic choices that are made. These choices include intuition, fantasies and other mental activities that could have positive as well as negative impacts. One of the main elements in hospitality industry towards determining the taste of the consumer is to protect the standards needed and if these standards are breached in one way or other it could destroy the overall assessment of consumer towards the particular service. Concept of Consumer Consumers differ as to their goals, needs, wants, impact of attitudes, opportunity costs and impact of information on consumer behavior. A process of continuous examination exists in the activities of consumer about the allocation of limited resources among contending wants. The economic aspects related to the consumer attitudes include productivity and growth, interrelated roles assumed by producers, governments and consumers in an economic system. (Hofstede, G. 1997) The personal finance of consumer includes record keeping, budgeting, net worth statements, estate planning, taxes and insurance. It is also essential to discuss the responsibilities and rights of consumers to establish a linkage with their buying behavior and the ultimate association with hospitality industry. These responsibilities and rights comprise redress mechanism, consumer protection regulations and laws, safety, health care, environment and affordable services and goods. (Hofstede, G. 1997) It is necessary to understand the function of societies as a whole and the particular role of consumers with respect to the role of hospitality industry in the overall economic system and the role of government in the community. In order to understand the concept of consumer there are certain critical elements that need to be discussed in this paper. Consumers are always in the process of learning to distinguish their wants from needs. Once they gain the knowledge, consumers act confidently to have their voices heard. They act with sensitivity and concern, cognizant of the impact of their activities on others, specifically the disadvantaged.(Lockwood A. 1996) Consumers also tend to recognize the influence of their decisions on the material environment and probable conflict among the need to own certain things. The most effective actions of consumers is through formation of particular citizen groups. These groups together can influence for making sure that appropriate attention is being given to the consumer benefits and interests. (Normore, |a.H. 2003) Economic actions, consumers and hospitality are ate the core of modern life. To understand the behavior of consumer is a part of that foundation on which hospitality industry builds the principles of doing business and is more responsive towards the needs of consumers. The efficient performance of hospitality industry towards consumer depends on consumer savvy. The activities of consumers directly interrelated in consuming, obtaining and disposing of services and products include their attitude and behaviors that follow and precede their actions. Consumers do not buy services and products rather they buy benefits, or they make purchases for services and products for the complexities they resolve or the opportunities offered by the products or services. (Belbin, M. 1996) Empirical studies made to recognize and identify the consumer and their behavior focus on the experience of consumer, their feelings and priorities. The consumer decision paradigm is in fact a mean of narrating the processes that consumer experience before, during and after a purchase. The behavior of consumer differs as per their decisions that are primarily based on environment and experiential perspective. (Lockwood A. 1996) New Era of Hospitality Industry Hospitality has entered a new era. Today most of the organizations in the hospitality industry are adapting and practicing the concept. They consider the approach too invasive, significant and recognize that in the competitive marketplace of today, the integration and implementation of this concept across the entire organization opens new and doors for experiences and capabilities that can create a difference between success and failure. (Pine B. J. & Gilmore, J.H. 1999) Like every other service industry the hospitality industry has viewed its product lines disintegrated into an overwhelming set of options, price points and choices. Hospitality industry is primarily based on the common belief that consumers are capable in personalizing and integrating their experiences and shaping their needs for meeting particular preferences and needs the higher their level of satisfaction will be. Greater satisfaction leads to enhance loyalty that translates to higher and repetitive consumption and ultimately increased profitability. For the purpose of empowering and engaging consumers in personalizing their experience commence with empowering employees with all time information that facilitates them in providing exclusive service at all times. Hospitality services provide a strategic structure for adopting related tools that enhances consumer experience, generate revenues and increase productivity. (Lockwood A. 1996) Hospitality industry provides real time approach to the tools and information that are needed to deliver high quality service fostering loyalty and ultimately leading to repeat purchases. Consumers in today’s world need a scalable and seamless infrastructure that coordinates and integrates with the present legacy systems while establishing a platform for the everlasting relationship between consumer and the organization. Hospitality industry has opened the doors to a broad visibility across the structures of organizations and provides the means for controlling and monitoring the metrics that result in increased profitability. (Normore, |a.H. 2003) Support of Technology New and innovative methods supported by proven technologies used in hospitality industry provides consumers a comprehensive set of information and options for creating answers that enable hospitality firms to optimize and streamline business processes for the purpose of delivering personalized and informal experience to consumers, increase efficiency, reduce cost and execute better decisions based on a clear understanding of information and business issues. (Wearne, N. 1997) Today’s consumers are experiencing unprecedented and exceptional level of amenities and services that are directly related with their common lives at workplaces and homes. Consumers expect to be satisfied and rewarded with vast levels of points, perks and bonuses. The fundamental challenges faced by the managers in hospitality industry is to provide a satisfying and highly personalized experience that offer understandable differentiation from the competition. (Lockwood A. 1996) Hospitality industry provides the answer to the grave challenge of establishing experiences that are memorable and satisfying. Employees also have a significant role to play in fact they assume a central role. Every interaction between the consumer and the employee provides a chance to promote and inculcate loyalty by providing exemplary service. Conversely each time when an employee is not successful in meeting the expectations of consumer for efficiency and high quality service, a tremendous opportunity is missed for establishing an everlasting relationship. (Hampson, I & Morgan, D. 2001) Hospitality industry strives to work in providing consumers to enhance consumer experience, increase long-term loyalty and employee productivity. By focusing on these elements for enhancing consumer experience through delivering vital features and competences, hospitality industry empower consumers to personalize their experience in consumption of product or service that match their preferences and needs and at the same time providing the managers with practical tools to anticipate consumers’ needs and swiftly responding to their requests. In order to develop practical solutions, hospitality concept enables the organizations in creating valuable and long-term relationships with loyal consumers who are in fact empowered to shape their particular experiences. Through the concept of hospitality the organizations are in a better position to provide innovative and specific solutions to their customers. (Hampson, I & Morgan, D. 2001) Current Taste of Hospitality Consumer- A Universal Concept A universal stereotype concept exists about the hospitality industry specifically in relation to deal directly with consumers. The hospitality industry has suggested and constantly suggests that the consumer exhibits a variety of characteristics and traits irrespective of their cultural and racial background. These characteristics can be conceptually linked to the underlying concepts that tend to strengthen the position narration of hospitality industry; outgoing and friendly, task oriented; naturally civil and empathetic, courteous with a powerful desire to please and to be of service with a strong bias for activities. (Normore, |a.H. 2003) Most of the behaviors needed by the consumers in hospitality industry can be attributed to the basic psychological and personality types of consumers. Hospitality industry supports managers to understand the differences in consumers’ attitudes and behaviors for improving customer service, adapting to the changes, reconciling group differences and analyzing troublesome attitudes in consumers and assisting strategic thinking. (Wearne, N. 1997) Understanding and performance of groups, managerial behavior and identification of individual differences among organizations has surfaced as a key factor that bears upon the organizational effectiveness. The hospitality industry as located in the service sector is globally featured by small to medium size firms that service consumers. The diversity in expectations, cultures and service standards among a common structure of meeting the requirements of consumers makes the hospitality industry as exclusive and unique. (Wearne, N. 1997) Generally many large and medium sized hospitality firms operate on twenty four hours basis, 7 days a week business. For meeting the volatile and unpredictable demands of the consumers, managements should establish flexible approaches in order to work towards the completion jobs and tasks by assuring enough resources are available and accessible to service clientele. To meet the operational demands created by the diversified needs of consumers the hospitality industry employ an expert workforce that is characterized by casual and part time positions. The variation to the conventional approach of recruiting and hiring permanent employees poses restrictions on developing effective and efficient communication strategies. (Normore, |a.H. 2003) The current taste of the hospitality consumers needs the firms to employ people having diverse backgrounds. Cross cultural matters are significant concerns to organizations as well as for the consumers in refining services that meets the specific requirements of consumers and include, level of education, language barriers, cultural backgrounds, expectancies and service standards and many more. (Pine B. J. & Gilmore, J.H. 1999) Depending on the size and nature of establishment, researchers hold different stances on the current taste of hospitality consumer. The success and quality of an organization is mostly perceived as an ideal measure subject to some quantifiable analysis and mostly include; positive feedback from customer and consequently reduction in complaints; customer satisfaction with an outcome of repeat business and increased volume; ability in sustaining staff and therefore reducing employee turnover that also means reduction in recruitment costs; and positive employee morale. (Hampson, I & Morgan, D. 2001) A Dynamic Approach The choices and variety of hospitality services provide consumers with a broad range of choices. These choices include brand, location, image, amenities and ambience each one of them quite a complex variable to measure. Therefore it is vital for an organization to know and understand the manner in which a consumer can be reached for maximizing the opportunity of acquiring and possibly increasing overall market share. (Wearne, N. 1997) The expectations and nature of hospitality consumer is continuously changing and as such it is critical for organizations to remain spirited and competitive. It is quite logical to assume that for an organization to remain competitive it should be more responsive towards the changing scenario. The changing needs of hospitality consumers, technological advances, globalization and increased competition are all present patterns that lead towards a methodical system level redecorate of future of hospitality firm. Organizations seems to stay afloat through adopting and learning skills, competencies, new practices and attitudes to reflect specific changes in the hospitality industry. (Medlik S. & Airey d.W. 1978) Hospitality organizations should constantly develop a clear and precise awareness of strategic direction the firm is working towards in meeting internal and external challenges. In the ever-changing scenario the hospitality consumer needs a specific environment in which he/she expects to be treated in ethical manner. The dynamics of hospitality consumers is unique and primarily due to the distinctive nature of services anticipated like flexible working hours, team work and exclusive experiences and standards. Hospitality industry is distinctive from other industries and due to its extensive customer interaction it results in managing services exactly as per needs of hospitality consumers. (Normore, |a.H. 2003) Environment Traditionally a general perception exist that hospitality consumers need tedious and effective service for the payment they made. Hospitality consists of demeaning management system and dehumanizing work. Hospitality consumers need a distinguish service and require hospitality workers should be marginally different from other service providers. Hospitality workers meeting the latest and modern exigencies depict themselves as being exciting and exotic while mixing with rich, interesting and famous people. (McKenna, R, 2001) As the hospitality industry is changing slowly, it is characterized by having staff with varying degree of skills and sometimes with no knowledge or skills of the procedures and standards of customer liaison or service delivery. The hospitality industry is mostly featured by intensive labor demands and high turnover of employees. A concept of experience economy as a significant offering has been identified by some researchers. Services are in fact intangible activities that are performed for the purpose of meeting requests of specific clients. Conversely experiences are events or activities that involve individuals in a personal and memorable way. Hospitality industry is an integral part of the experience economy. The orchestrate practices and experiences for providing consumers with everlasting memories of their service experiences. (Pine and Gilmore, 1999) The hospitality industry is a huge sector and encompasses entire forms of dining, accommodation, drinking, entertainment, recreation, games and transport. It is termed as one of the largest employers of people in the world. (Wearne, 1997) In the United States hospitality and tourism industry is one of the three largest income generating business. On a global scale, tourism and travel contribute around 10.4% of the GDP, US$5490.4b of economic activity and 12.2% of exports. In UK almost 2 million people are directly employed in the non-commercial and commercial sectors related with hospitality industry. (Guerrier & Adib, 2000) For the organizations in hospitality industry one of the most renowned ways of determining performance is the yardstick of customer satisfaction. The effective delivery of service to the hospitality consumer is paramount to the gaining of consumer a high degree of satisfaction. The service quality material supports the point of view that consumers are likely to achieve more satisfaction when the organization establishes such practices that tends to facilitate stipulation of service for delivering excellent level of service. (McKenna, R, 2001) There exist some specific attributes that are required by the hospitality consumers from the organizations the major element is the effective system of customer-friendly service. The hospitality organizations understand the needs, wants and expectations of their customers and develop such a strategy that narrates and describe excellent service and the procedures of its delivery. As such the hospitality organizations need to execute a plan aiming to provide quality customer service through undertaking research efforts for their customers, reconciling most of their service to expectations of consumers and communicating the firm’s strategies to all consumers and employees. Among the hospitality industry some of the organizations have commenced the implementation of these proposals in a fragmentary manner and the application of those practices in a holistic manner that is unfortunately restricted with few organizations. (Normore, |a.H. 2003) Along with these particular developments, hospitality firms are recognizing the requirements for getting aware about the culture within their operations because of its associations with the hospitality consumer perceptions and the standard of service delivery. (McKenna, R, 2001) Relation of Culture with Hospitality Consumers It is significant to identify the manner in which firms operating in similar industries or environments come to look like each other as far as culture is concerned. Industry or business cultures are elements of organizational culture. Six dimensions of organizational culture have been identified and four of them are proposed to exhibit industry or business culture. (Hofstede, 1997) It has been proposed by the researchers of hospitality industry that occupational society generates an environment in which hospitality consumers share similar commonalities about the manner and nature of service delivery and being hospitable, regardless of the service they receive. Some dimensions of organizational culture enhance the predispositions of hospitality consumers while others obstruct them. Service predispositions are mostly affected positively by cultures that tend to provide promotional opportunities; job variety and training possess strong values, team spirit, highlight significance of jobs, traditions and communication and consider service providers or employees to be valued and worthy members. Conversely a service predisposition exhibits a negative linkage with cultures that promotes stories, enjoy work conflict, nurture hospitality policies and communicate without concern for employees and performing extra work. (Medlik S. & Airey d.W. 1978) In some cases culture the organizational level was dissimilar to that at the industry level. For instance the organizational culture dimensions that were indicated as essential predictors of individual outcome were group membership, ambiguity, promotional opportunities, team spirit, heroes, polices, social club, decision making and planning. These results recommend that culture or organizational hospitality may not always be excellent of the hospitality culture viewed at the industry level and that either of two could be distinct. (McKenna, R, 2001) The organizational culture influences service predispositions. It also confirms the hospitality culture and presence of a pan occupational culture of hospitality. The core of this culture is hospitality and holds the hospitality culture jointly is an understanding and appreciation of hospitality as the basic and deepest assumption. Moreover it is a passion and desire to be hospitable. This genuine enthusiasm to support hospitality is a tie that features the linkage among hospitality consumers, workers and industry. (Pine B. J. & Gilmore, J.H. 1999) The spirit of hospitality in fact provides the origin for hospitality culture. The latter develops a symbiotic association between hospitality and hospitality culture. Ultimately the organizational culture can presume a considerable role as the fundamental basic assumptions of hospitality culture of organization. The boundaries between organizational culture and hospitality consumers are obscured by other elements of the hospitality paradigm, for instance hotel demographics and predispositions. (Normore, |a.H. 2003) Moreover the differences between cultures of hospitality organizations reveal that it is almost likely for the organizational hospitality culture to be a major force at time then the organizational culture hospitality. The organizational culture of a specific organization can influence strongly the consumers’ service predispositions and service delivery. It is essential to identify the manner in which firms operating in similar circumstances resemble each other in cultural norms. Industry or business cultures are components of organizational culture. (Pine B. J. & Gilmore, J.H. 1999) Hospitality consumer may develop a feeling that they share a common life with the service providers due to nature of hospitality concept. Hospitality involves sharing the leisure time of consumers. It is also emotionally and physically intensive to develop a feeling of sharing. The varying skills of employees and the high morality and mobility of staff can also send a powerful signal to the hospitality consumers as they feel being interlinked with the organizational powerfully. The combination of exclusive skills and right conditions form an occupational community of employees with hospitality consumers. (Pine B. J. & Gilmore, J.H. 1999) Hospitality consumer share similar commonalities and feelings about the nature of service delivery and being hospitable, irrespective of the firm they are dealing with. Hospitality work is emphasized as front line service providing or customer contact that deals with every kind of consumers and interactions, some rewarding and pleasant with some exceptions. The current taste of the hospitality consumer is dependent on the process used to gain skills, knowledge and attitudes as a primary force. It is a dynamic growth though which norms and values of the hospitality consumers are internalized and ultimately a professional identity is achieved. (Normore, 2003) Conclusion In conclusion it can be narrated that the satisfaction measurement of hospitality consumers can be achieved and influenced by the implementation of fine management practices. The hospitality industry is becoming more cognizant of the need for establishing understanding and creating worth for their customer. Although there are obvious benefits in understanding the components of consumers’ attitudes, it is significant to understand the management practices that impact on the day-to-day activities of the hospitality organizations. (Normore, |a.H. 2003) The implications for the hospitality industry and consumers clear. It is necessary for the organizations to understand the attitudes, perceptions and need for high quality service by the consumers. By recognizing these elements the management of the hospitality firm can pursue superior quality practices and develop effective service strategies. (Hampson, I & Morgan, D. 2001) References Belbin, M. 1996. Management Teams: why they succeed or fail, Butterworth Heinemann, Oxford. Gguerrier,Y. Adib. A. 2000. Working in the hospitality industry. In C. Lashley & A. Morrison (EDS), In search of Hospitality: Theoretical Perspective and Debates, (pp. 255-75). Jordan Hill, Oxford: Butterworth- Heinemann Hampson, I & Morgan, D. 2001, The professionalising of management? Functional imperatives and moral order in societal context,’ Management and Organisational Behaviour. Hofstede, G. 1997. Cultures and Organizations: Software of the Mind. London: McGraw Hill Lockwood A. 1996. A systematic approach to quality. Qaulity Management in Hospitality. Pp 14-32. London: Cassell. McKenna, R, 2001, Identity, not motivation: the key to employee – organisation relations’ Management and Organisational Behaviour. Medlik S. & Airey d.W. 1978. Profile of the Hotel and Catering Industry (2nd ed) London: Heinemann Normore, |a.H. 2003. Professional and Organizational socialization Processes of School Administrators: A Literature Review. Paper presented at the Hawaii International Conference on Education, Honolulu, Hawaii. Oxford English Dictionary, 1989 Oxford Reference Dictionary, 1996, p.42 Pine B. J. & Gilmore, J.H. 1999. The Experience Economy. Boston Mass: Harvard Business School Press. Wearne, N. 1997. Hospitality Marketing. Melbourne: Hospitality Press. Read More