in: Managing Employee Attitudes and Behaviours in the Tourism Industry, Salih Kuşluvan, Editor, Nova Science Publishers, New York, pp.453-0, 2003
The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries worldwide. According to World Tourism Organization forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry worldwide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organizations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organizations in their endeavor to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organizational performance. The purpose of this book is to emphasize the critical role of employees for tourism and hospitality organizations and to examine the ways and means of managing their attitudes and behaviors for the mutual benefit of both parties: tourism and hospitality organizations and their employees.