2007 Annual International CHRIE Conference & Exposition
457
SOCIAL IDENTITY THEORY: A ROLE IN HOTEL INDUSTRY RESEARCH
David J. Solnet
University of Queensland
Brisbane, Queensland, Australia
ABSTRACT
This paper addresses the concept of linkage research and proposes social identity theory as an important
consideration in managing employee-customer interactions.
Following the creation of a conceptual model, this study
uses an employee questionnaire, incorporating service climate and employee social identification measures. Service
climate factors most closely linked to customer-centric practices were the significant predictors of customer
satisfaction, as was employee identification at the superordinate level. The framework proposed and the findings of
this study provide management with useful information about how social identity theory can be used to enhance
organizational practices in a hotel setting.
Keywords:
social identity theory, employee-customer linkages
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