From Timeshare Resort Operations: A Guide to Management Practice
After studying this chapter you should be able to:
explain the role of emotions in timeshare encounters.
analyze the role of emotional intelligence in services.
critically discuss empowerment.
evaluate human resource management practice.
Timeshare operations involve service interactions whereby the nature of the frontline staff performance has a major impact on customer evaluations of service quality (Langhorn, 2004). Timeshare operations are different from traditional services because they are linked to the emotional experiences associated with hospitality, and the relationship between guest and host as well as between domestic and commercial dimensions of hospitality (Lashley, 2000; Lashley and Morrison, 2003; Lashley, Morrison, and Randall, 2004). Traditional service quality management instruments rarely recognize the strong emotional dimensions of the service interaction in the context of hospitality (Parasuraman, Berry, and Zeithaml, 1991) and consequently underplay the importance of the emotional performance of frontline staff and line management for effective performance. Even those who do recognize that it takes "happy workers to create happy customers" (Barbee and Bott, 1991) fail to recognize the emotional complexities concerned, and so they rely on the reproduction of a "Have a Nice Day Culture" (Mann, 1998; 1999).
Given the importance of frontline employee performance to guest satisfaction, managers must understand the dynamics of service encounters, particularly as these might involve emotional labor (Hochschild, 2003), resulting in emotional stress and negative behaviors toward customers. In addition, managers need to be able to recognize the emotional needs of customers and identify the employee performance most appropriate to...
Products & Services
Topics of Interest
Learning Objectives After studying this chapter you should be able to: critically evaluate the distinctive features of timeshare services. contrast and compare approaches to service...
After working through this chapter you should be able to: understand the emotional organization define emotional labour in leisure service organizations identify steps needed for...
Conrad Lashley, Alison Morrison and Sandie Randall Introduction The focus of this chapter is on social, as opposed to convenience, eating. This basic distinction is made by Cullen (1994), who...
References Berne, E. (1961) Transactional Analysis in Psychotherapy, Grove Press, New York Ross, R. in Senge et al. (1994) The Fifth Discipline Fieldbook, Nicholas Brearley, p. 242...
Randall Upchurch Conrad Lashley AMSTERDAM, BOSTON, HEIDELBERG, LONDON NEW YORK, OXFORD, PARIS, SAN DIEGO, SAN FRANCISCO, SINGAPORE, SYDNEY, TOKYO Butterworth Heinemann is an...