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NamePersepsi Wisatawan Terhadap Questionable Job Related Behavior Karyawan Frontline Hotel
Description
PERSEPSI WISATAWAN TERHADAP
QUESTIONABLE JOB RELATED BEHAVIOR
KARYAWAN FRONTLINE HOTEL

Kusmayadi dan Himawan Brahmantyo

Abstract
 
 
This study focuses on understanding tourist perceptions of hotel frontline employees’ “questionable behavior”. The objectives of this research is to assess tourists’ perception of hotel frontline employees’ behavior, relate them to general attitude and demographics, and to suggest hotel managements so that they can create explicit guidelines about how to serve guests hospitably while at the same time maintaining confidentiality. Result showed that cultural differences do exist and they affect people’s behavior as indicated by the findings that are significant differences between foreign tourists (mean 1.324) and local tourists (mean 1.186). Foreigners and male tourists are less tolerable to all four dimension factors, namely: (1) Infringement of guests’ property, (2) Benefiting at the expense of guest supplementary service, (3) Against work rules, and (4) Unethical behavior.
 
Keyword: frontline, questionable job-related behavior, etika, budaya
FilenamePersepsi Wisatawan Terhadap Questionable Job Related Behavior Karyawan Frontline Hotel.pdf
Filesize226.06 kB
Filetypepdf (Mime Type: application/pdf)
Creatoradmin
Created On: 03/13/2009 15:18
ViewersEverybody
Maintained byEditor
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Last updated on 03/13/2009 15:36
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