Crick, Anne P
Author Affiliation, Ana.
Department of Management Studies.
Glad to meet you - my best friend:relationships in the hospitality industry.
Social and Economic Studies.
Date of Publication
Service industries are increasingly trying to beat the competition by encouraging close attachments between service employees and customers.All-inclusive hotels have adopted this trend and strongly encourage entertainment coordinators to befriend guests.Reports on a study of entertainment coordinators in four countries were studied and results indicate that,in keeping with emotional labour theory,there are emotional costs attached to forming friendships that are not present at a more superficial level of interaction.The results also suggest that while encouraging deep relationships,hotel managers try to set limits and establish systems that may result in unintended consequences.The study concludes by critically analyzing the ethical implications of employee-guest friendships in the modern hotel industry.....