Advertisement

Developing a Culture of Service Utilizing the Civil Society in Romania: Needs Assessment and Training Preparation for the Hospitality Industry

Conference paper
  • 284 Downloads
Part of the Springer Proceedings in Business and Economics book series (SPBE)

Abstract

The theme we intend to research in this paper is the creation of a culture of services in Romania, understanding the hospitality management sector. The focus will be on the analysis of training initiatives within the hospitality industry in comparison with the hospitality industry in the western, more developed nations that benefit from significant data and studies already undertaken. There is a necessity to analyze the individuals who comprise this service sector, who they are, how do they behave, what motivates them, what results do they currently generate, and how can corporate training better equip and train them to achieve a higher, more western level of quality of service. Further, we plan to analyze and understand the current industry perspective along with its values, norms, and practices that can be improved through education. This would, in turn, improve the overall customer satisfaction, increase sales, and enhance the profitability and long-term sustainability of those companies that would excel in providing such superior service.

Keywords

Hospitality management Service sector Training Tourism 

References

  1. Adams, R. (1974). Anthropological perspectives on ancient trade. Current Anthropology, 15.Google Scholar
  2. Baltescu, C. A., & Boscor, D. (2014). The assessment of hotel services in Poiana Brasov Resort. Bulletin of the Transilvania University of Brasov Economic Sciences Series V, 7(2), 65.Google Scholar
  3. Becker, C. (2000). Service recovery strategies: The impact of cultural differences. Journal of Hospitality and Tourism Research, 24, 526–538.CrossRefGoogle Scholar
  4. Beldona, S., & Karthik, N. (2006). Gender and demand-based pricing: Differences in perceived (un) fairness and repatronage intentions. Journal of Hospitality and Leisure Marketing, 14(4), 89–107.CrossRefGoogle Scholar
  5. Blanke, J. E. N. N. I. F. E. R., & Chiesa, T. H. E. A. (2011). The travel & tourism competitiveness index 2011: Assessing industry drivers in the wake of the crisis. The Travel and Tourism Competitiveness Report 2011: Beyond the Downturn (2011), 3–33.Google Scholar
  6. Blum, S. C. (1996). Organizational trend analysis of the hospitality industry: Preparing for change. International Journal of Contemporary Hospitality Management, 8(7), 20–32.CrossRefGoogle Scholar
  7. Cheung, G. W., Murrmann, K. F., Murrmann, S. K., & Becker, C. (2004). Noninvariant measurement versus traditional approaches for studying cultural differences: A case of service expectations. Journal of Hospitality and Tourism Research, 28, 375–390.CrossRefGoogle Scholar
  8. Clark, T. (1990). International marketing and national character: A review and proposal for an integrative theory. Journal of Marketing, 54(4), 66–79.CrossRefGoogle Scholar
  9. Cook, R., Hsu, C., & Taylor, L. (2018). The business of Tourism (6th ed.). Pearson Publishing.Google Scholar
  10. Gensler (2006). The business of hospitality. Dialogues with Gensler #12. www.dialogue.gensler.com.
  11. Liu, T. C., Warden, C. A., Lee, C. H., & Huang, C. T. (2001). Fatal service failures across cultures. Journal of Hospitality and Leisure Marketing, 8(1/2), 93–110.CrossRefGoogle Scholar
  12. Magnini, V. P., & Ford, J. B. (2004). Service recovery in China. International Journal of Contemporary Hospitality Management, 16(5), 279–286.CrossRefGoogle Scholar
  13. Mattila, A. S., & Patterson, P. G. (2004). Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research, 6(4), 336–346.CrossRefGoogle Scholar
  14. Meng, F., Li, X., & Uysal, M. (2010) Tourism Development and Regional Quality of Life: The Case of China: Journal of China Tourism Research, 6(2), 164–182.CrossRefGoogle Scholar
  15. Morrison, A., & O’Gorman, K. D. (2008). Hospitality studies and hospitality management: A symbiotic relationship. International Journal of Hospitality Management, 27(2), 214–221.CrossRefGoogle Scholar
  16. Schutte, H., & Ciarlante, D. (1998). Consumer behavior in Asia. Basingstoke, UK: Macmillan.CrossRefGoogle Scholar
  17. Schweikhart, S., Strasser, S., & Kennedy, M. (1993). Service recovery in health services organizations. Hospital and Health Services Administration, 38(1), 3–12.Google Scholar
  18. Spreng, R., Harrell, G., & Mackoy, R. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15–23.CrossRefGoogle Scholar
  19. Xia, C. F. (2015). Romania tourism industry strategic thinking. Internal Auditing and Risk Management 10(1).Google Scholar

Copyright information

© Springer International Publishing AG, part of Springer Nature 2019

Authors and Affiliations

  1. 1.University of FloridaFloridaUSA
  2. 2.Emanuel University of OradeaOradeaRomania
  3. 3.The Academy of Economic Studies in BucharestBucharestRomania

Personalised recommendations