Eliciting and analysing the basic assumptions of hospitality employees about guests, co-workers and competitors

The aim of this study is to explore the content and structure of hospitality employees’ assumptions about guests, co-workers, and competitors. A qualitative study was conducted whereby 20 hospitality employees were interviewed using repertory grid and laddering. Through content analysis we identified seven assumption dimensions (predictability, control, affect, responsibility, communication, competence, and ethics). The analysis further suggested that different dimensions are emphasised in relation to the hospitality product (e.g. predictability and control), the hospitality organisation (e.g. responsibility and competence), and the hospitality market (e.g. ethics). The findings are discussed in terms of their implications for future research and managerial practice.