Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

 
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