Aim: Nowadays, China‟s hotel industry has developed rapidly and makes a great contribution to service industry. Nevertheless, there are still various problems in the hotel industry. There is a lack of suitable human resource strategies to develop employees qualitatively and quantitatively, which is the main internal reason. Therefore, with the evaluation of whether the Haibin Hotel and Westin Hotel are aware of the importance of the employees in service delivery and research on how the two hotels develop people to deliver excellent service through human resource strategies, which ultimately reveal that service personnel is playing an extremely important role on excellent service delivery in this paper.   Method: This paper investigates Haibin Hotel and Westin Hotel as multiple case studies to study the human resource strategies for delivering service quality through people. In order to examine the validity of previous relevant theories hence put forward the developed theory of service quality delivery chain through collecting and analysing data from telephone interview with managers and survey employees through questionnaires in both hotels.   Result & Conclusions: With researching the human resource strategies for improving the employees' quality and quantity, and comparing the differences in service delivery through people in both hotels, we conclude that hotels should highlight that the service employees' play an extremely important role on good service delivery as well as specially emphasize on the service quality delivery through integrating the service culture and human resource strategies into the hotels.   Suggestions for future research: One limitation is a lack of customer perception on service delivery. Another limitation is in the telephone interview which cannot yield complete information about the hotel. Two suggestions for further research have been put forward in this paper. One is to conduct more than three case studies that can make the data more rich and effective if the time allowed. Another is adopting face-to-face interviews to collect the qualitative data.   Contribution of the thesis: This paper reveals how the important role of employees in service quality delivery and come up with a developed theory could be applicable to other hotels and provide the guideline for other hotels to improve the service quality delivery.

Darbą atliko Ana Loiba, Vilniaus pedagoginio universiteto Socialinių mokslų fakulteto Sociologijos ir politologijos katedros studentė. Darbo tema „Viešosios paslaugos Sodroje: darbuotojų ir klientų santykiai (Vilniaus skyriaus atvejis)“. Darbo tikslas – išanalizuoti viešųjų paslaugų teikimą Valstybinio socialinio draudimo fondo valdybos įstaigose darbuotojų bei klientų santykio aspektu (Vilniaus skyriaus atvejis). Darbo uždaviniai: 1. Apibendrinti kultūros sąvokos ypatumus, išskiriant organizacijos kultūros vaidmenį jos veikloje; 2. Išskirti aptarnavimo kultūros valstybinėse įstaigose ir visuomenės (kliento) santykio reikšmę, pabrėžiant valstybės tarnautojo vaidmenį etikos kontekste. 3. Išsiaiškinti kaip vertinamos Valstybinio socialinio draudimo fondo valdybos įstaigose, teikiamos viešosios paslaugos. 4. Aptarti viešųjų paslaugų teikimą, Valstybinio socialinio draudimo fondo valdybos įstaigose, darbuotojo ir kliento santykio aspektu (Vilniaus miesto atvejis). Darbo objektas – Valstybinio socialinio draudimo fondo valdybos įstaigų teikiamos viešosios paslaugos, išskiriant aptarnavimo kultūros padėtį, bei joms skiriamo įvertinimo Valstybinio socialinio draudimo fondo įstaigose darbuotojų bei klientų nuomonės. Tyrimo metu paaiškėjo, kad: 1. Darbuotojų ir klientų santykiai visų respondentų vertinami teigiamai. 2. Pagrindinė priežastis apsilankyti Valstybinio socialinio draudimo fondo valdybos įstaigose yra asmeniniai reikalai. 3. Klientų aptarnavimo tvarka „Sodros“ įstaigose... [toliau žr. visą tekstą] / The work was made by Ana Loiba, student of Sociology and polithology cathedral of Social sciences faculty of Vilnius pedagogical university. Theme of the work is “The public services in SODRA: relations between employees and clients (the case of Vilnius department). The purpose of the work is to analyse the presentation of public services in the offices of National social insurance fund department in the aspect of workers and clients relation (the case of Vilnius department). Tasks of the work: 1. To summarize the specialties of the concept of the culture, excluding the culture organization’s role in its activity. 2. To distinguish the meaning of the role of service’s culture in the national offices and society (client), emphasizing the role of polity’s employee in the context of ethics. 3. To ascertain how are evaluated the presented public services in National social insurance fund department offices. 4. To discuss the presentation of public services in the offices of National social insurance fund department in the aspect of workers and clients relation (the case of Vilnius department). The object of investigation ins the presented public services in the offices of National social insurance fund department excluding the situation of service’ culture and the evaluation that is imposed to them in the offices of National social insurance fund department, the opinion of employees and clients. During the investigation in emerged that: 1. Relations between employees and clients... [to full text]

Service quality has been shown to be critical for the success of service organisations. However, the quality of service delivered by an organisation is dependent on the behaviours of organisational members. Therefore, understanding the various processes that foster desirable service behaviour is important. While there have been many studies which deal with antecedents of service delivery, research adopting a cultural perspective and focusing on elements such as shared values and norms have been somewhat sparse. This is quite surprising given the amount of reference to the importance of a service culture. Recently, there have been calls for research into the cultural determinants of service quality and in particular service culture. This study answers the call by testing a multi-layer model of service culture and performance. The key objectives of the study relate to understanding how service culture leads to both customer-based and financial performance, as well as investigating the process of culture transmission from managers to employees. On the basis of data collected from management and employees, the study assesses service culture at the management and the employee levels, focusing simultaneously on assumptions, value, norms and behaviours. Two routes for culture transmission: the social contagion and behavioural routes are hypothesised and tested. The key findings are that shared service norms are the key impact point of culture transmission from management to employees as well as the key determinant of employee service delivery behaviour. The findings also show that proximity among managers and employees is crucial in the diffusion of service culture and hence in the leadership influencing process. Based on the findings, managerial implications for managing service employees are discussed as well as limitations and suggestions for future research.

<p><strong>Aim:</strong> Banks in Sweden appear extend through different distribution channels. The role of branch banking has changed to provide advisory services and sell the banks' products and service which is an approach involves the people interactions. Service employees are associated with the organization service quality and customer satisfaction. A comprehensive human resource strategy thus can help the organization develop a more customer-orientation employee, in order to deliver service quality.  With the help of the human resources strategies wheel (Wilson et al., 2008), how a bank develop people to deliver service quality will be showed, which finally lead to the purpose of this paper - revealing the importance of people on delivering service quality.</p><p><strong>Method:</strong> By reading relevant literatures, the theory about service culture and human resource strategy is defined. Svenska Handelsbanken chose to be the research object. Its decentralized organization which focuses on the interplay between strong branches, highly-trained specialists and efficient support functions is useful to this research. Through face-to-face interview with branch managers, a holistic view of the situation in bank will be showed, additionally, detail information can be digging out.</p><p><strong>Result & Conclusions: </strong>The human resources strategies used by Handelsbanken is a process generally including hire the right people, provides effective and sufficient training and needed support systems, retain the best people. As a result, this research indicates with the service culture which establishes deeply inside the organization; Handelsbanken realizes the important of people on delivering service quality. And then by choosing the right people, training them, supporting them, and retaining them as a serious of human resources strategies, the service quality is delivered. In addition, the authors find out the relation among service culture, human resources strategies and people work as a triangle, constraining and assisting each other.</p><p><strong>Suggestions for future research: </strong>One of the limitations of this thesis is lack of employee perception. Another is hard to find a lot of information about the unique reward system in Handelsbanken - Oktogonen Fundation in English. The document is in Swedish so that the authors only can get general information from the annual report 2008 of the bank. The suggestion for future research is to conduct a study which it includes bank perspective and employee perspective.</p><p><strong>Contribution of the thesis: </strong>The contribution of this study is to show how importance of people in service quality delivery by complementing a framework which is integrated service culture and human resource strategies.</p>

Aim: Banks in Sweden appear extend through different distribution channels. The role of branch banking has changed to provide advisory services and sell the banks' products and service which is an approach involves the people interactions. Service employees are associated with the organization service quality and customer satisfaction. A comprehensive human resource strategy thus can help the organization develop a more customer-orientation employee, in order to deliver service quality.  With the help of the human resources strategies wheel (Wilson et al., 2008), how a bank develop people to deliver service quality will be showed, which finally lead to the purpose of this paper - revealing the importance of people on delivering service quality. Method: By reading relevant literatures, the theory about service culture and human resource strategy is defined. Svenska Handelsbanken chose to be the research object. Its decentralized organization which focuses on the interplay between strong branches, highly-trained specialists and efficient support functions is useful to this research. Through face-to-face interview with branch managers, a holistic view of the situation in bank will be showed, additionally, detail information can be digging out. Result &amp; Conclusions: The human resources strategies used by Handelsbanken is a process generally including hire the right people, provides effective and sufficient training and needed support systems, retain the best people. As a result, this research indicates with the service culture which establishes deeply inside the organization; Handelsbanken realizes the important of people on delivering service quality. And then by choosing the right people, training them, supporting them, and retaining them as a serious of human resources strategies, the service quality is delivered. In addition, the authors find out the relation among service culture, human resources strategies and people work as a triangle, constraining and assisting each other. Suggestions for future research: One of the limitations of this thesis is lack of employee perception. Another is hard to find a lot of information about the unique reward system in Handelsbanken - Oktogonen Fundation in English. The document is in Swedish so that the authors only can get general information from the annual report 2008 of the bank. The suggestion for future research is to conduct a study which it includes bank perspective and employee perspective. Contribution of the thesis: The contribution of this study is to show how importance of people in service quality delivery by complementing a framework which is integrated service culture and human resource strategies.

As the rise of tourism industry, and the rapid development of hotel industry in China, we are eager to learn how different hotel brands operate there. This research focus on the study of top management team leaders and service brand value in hotels, where we also discuss the issues such as institutional context, human resource practices, service culture, and employee service behaviour. The research was conducted using a qualitative approach, and samples are selected from international brands, regional brands, and local brands. The purpose of this research is to investigate how different hotel service branding will be influential on top management team leadership and how it eventually leads to employee service behaviour. Results reveal that different service brand value has huge impact on top management team leadership, human resource practices, service culture, and promoting employee service behaviour, and moreover, institutional context also act as an important role in this research.

Didėjant konkurencijai ir sprendžiant viešbučių teikiamų paslaugų kokybės gerinimo klausimus ypač daug dėmesio reikia skirti klientų aptarnavimo kultūrai. Viešbutis, turintis susiformavusias tradicijas ir pažiūras į klientą, vertybių skalę ir elgesio normas, neabejotinai yra teikiamų paslaugų kokybės lyderis. Šio darbo tikslas - numatyti klientų aptarnavimo kultūros gerinimo ypatumus Šiaulių miesto viešbučiuose. Buvo nagrinėjama aptarnavimo kultūros esmė ir jos ryšys su organizacijos kultūra, apžvelgtas klientų aptarnavimo kultūros valdymas, jos ugdymas, tai pat išnagrinėti viešbučių klientų aptarnavimo kultūros ypatumai, jos užtikrinimas ir gerinimo ypatumai. Tyrimo metu paaiškėjo, kad klientų aptarnavimo kultūra Šialių miesto viešbučiuose pastaruoju metu yra gera ir išlieka tokia pati - nei gerėja, nei blogėja. Darbuotojai supranta ir yra orientuoti į puikią viešbučių klientų aptarnavimo kultūrą, gerai žino klientų norus ir vyksta tarpusavio bendradarbiavimas, siekiant tuos norus patenkinti, o kas svarbiausia - yra užtikrinama gera klientų aptranavimo kultūra. Atlikus tyrimą parašytas straipsnis „Klientų aptarnavimo kultūra Šiaulių miesto viešbučiuose“, kuris pristatytas 8-ojoje Studentų mokslinių darbų konferencijoje „Ekonomikos ir vadybos aktualijos“ ir buvo užimta 3-čia vieta. / It’s necessary to pay attention to a clients service culture, when it’s deciding better quality of hotel services. Hotel, that has shaped traditions and notions to a client, scale of values either bahaviour rules, is a leader of services quality, with no doubt. Purpose of this work – to foresee points that makes clients service culture better in Šiauliai city hotels. It was - criticized essence of service culture also it’s link with organizational culture, surved possess of clients service culture, it’s practising, likewise it was criticized points of hotels clients service culture, also it’s ensure and points how to do it better. According to research, it came out, that clients service culture in Šiauliai city hotels are same – neither becoming better nor worser. Workers understand, that they are orientated to an excellent clients service culture, they know clients wishes, there is co–operation trying to satisfy these wishes and what’s the most important – in such a way is ensuring good clients service culture. After the research was done, it was written article “ Clients service culture in Šiauliai city hotels”, that was presented and took III rd place, in 8 th students academic works conference “Actualities of economics and management “.

No description available.

Titel: Säsongsanställda i tjänsteföretag: En kvalitativ studie i hur man överför servicekultur till säsongsanställda. Kurs: Företagsekonomi III - detaljhandel och service management, examensarbete (kandidat) – 15hp - VT18 Syfte och forskningsfrågor: Vad har säsongsanställd servicepersonal för betydelse för ett företag i paketresebranschen och hur kan den interna servicekulturen överföras till de säsongsanställda? Följande delsyften har analyserats och klargjorts: 1. ... vad säsongsanställda i frontlinjen bidrar med för ett företag i paketresebranschen. 2. ... hur man med hjälp av intern marknadsföring och internal brand strategy kan överföra ett företags interna servicekultur till säsongsanställda. Metod: Studien har använt sig av en kvalitativ metod i form av semistrukturerade intervjuer med människor inom paketresebranschen som anses har haft insikt i fenomenet säsongsanställda. Uppsatsen har utformats i ett växelspel mellan deduktion och induktion vilket resulterat i en abduktiv forskningsmetod. Slutsats: Studiens slutsatser har visat att säsongsanställda bidrar med flera faktorer för att berika kundernas upplevelse och har således en stor betydelse för ett företag i paketresebranschen. Förutom den direkta kontakten med kunden är säsongsanställda även viktiga för att kunden själv skall kunna skapa mervärde för sin resa. Det har visat sig att kombinationen av att anställa rätt människor och att behålla de erfarna anställda är de största faktorerna för att överföra den interna servicekulturen ett företag har. Även ledningens exempel har en effekt på hur servicekulturen upptas av nyanställda. Nyckelord: säsongsanställda, intern marknadsföring, service management, servicekultur / Title: Seasonal employees in service companies: A qualitative study in how to transfer service culture to seasonal employees. Course: Business Administration III - Retail and Service Management, Degree Project (Bachelor) - 15hp – VT18 Purpose and research questions: What importance do seasonal service employees have for a company in the package travel industry and how can the internal service culture be transferred to seasonal employees? To answer the research question the following parts have been analyzed and clarified... 1. ... what do seasonal employees contribute with to a company in the package travel industry 2. ... how can you with the help of internal marketing and internal brand strategy transfer a company’s service culture to seasonal employees Method: This study has used a qualitative method in the form of semi structured interviews with industry people knowledgeable of the phenomena. The study has alternated between deduction and induction, which has resulted in an abductive research method. Conclusion: The conclusions show that the seasonal employees contribute with several factors to enrich the customers experience. Therefore, the seasonal employees are of a significant importance for a company in the package travel industry. Besides the actual interactions with the customers the seasonal employees also play an important part in enabling the customer to create value for their trip themselves. The study has shown that the combination of hiring the right people and getting experienced employees to stay with the company are instrumental in transferring the service culture of the company. Along with this the example set by the management of the company also plays a part. Keywords: seasonal employment, internal marketing, service management, service culture.

Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees. Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations. Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees’ importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employees Results: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization. The main difference between Malmö Aviation and Rica Talk Hotel in service culture is that Malmö Aviation has a well established and well functioning service culture within the company, while Rica Talk Hotel is in the middle of a development process where they are reviewing their existing service culture. The new service culture has not yet been established in the company, and therefore there is a great development potential within education, motivation and empowerment of frontline employees.