کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1009903 | 1482507 | 2012 | 11 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Service-leadership competencies for hospitality and tourism management
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کلمات کلیدی
موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
استراتژی و مدیریت استراتژیک
پیش نمایش صفحه اول مقاله
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چکیده انگلیسی
Competency models have become useful tools for management development in hospitality and tourism organizations. At the same time, these models provide limited focus on leadership behaviors that facilitate employee service performance and customer satisfaction. The present study seeks to address this issue by developing a “service-leadership” competency model for use in the hospitality and tourism context. The following study reports on the results of interviews with 110 industry managers, which yielded a model of some 100 behaviors in 20 competency areas. These competencies cluster into 3 high order categories, namely business savvy, people savvy and self savvy. The results of the study are discussed in the context of extant research.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: International Journal of Hospitality Management - Volume 31, Issue 3, September 2012, Pages 648–658
Journal: International Journal of Hospitality Management - Volume 31, Issue 3, September 2012, Pages 648–658
نویسندگان
Mark R. Testa, Lori Sipe,