Disciplining Customers at the Grand Seaside Hotel

Bunzel, Dirk; Clegg, Stewart; Teal, Gregory

doi:10.5172/jmo.2002.8.2.1

Cited by 5 publications

(9 citation statements)

References 9 publications

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“…An additional irony is that these RAs invariably have a more intimate knowledge of the guests than the higher status FOH employees. As the guest room is a BOH area for the guest as well as the hotel operation (Bunzel et al 2002), it represents a space where the guest is also able to drop the curtain on his/her impression management performance. Accordingly, RA Betty notes:…”

Section: Resultsmentioning

confidence: 99%

“…On one hand this service impression is gained through the impression of privacy. For hotel guests to 'feel at home' they must be given genuine sense privacy and this is only really possible in the guest's room (Bunzel et al 2002;Wood 1994). In addition, the guest's belongings operate as a proxy for the guest him/her self and must be treated with due care in the absence of the owner.…”

Section: Discussionmentioning

confidence: 99%

“…Writers using a dramaturgical approach invariably draw on Erving Goffman's 1959 book The Presentation of Self in Everyday Life (Bunzel, Clegg & Teal 2002;Clark & Salaman 1998;Crang 1994;Dillard et al 2000;Grove et al 1998). As Weaver (2005: 8) puts it, in viewing social interaction through a theatrical lens, Goffman sees that individuals 'play particular roles when they interact with certain audiences (co-workers, customers, friends, and family members)'.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

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Working within the front-of-house/back-of-house boundary: Room attendants in the hotel guest room space

Boon

2007

Journal of Management & Organization

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Context is an important but largely ignored dimension of quality service encounters. This paper contributes to the hospitality service industries literature by examining how the front-of-house and back-of-house boundary work (Nippert-Eng 1996, 2003) engaged by Room Attendants working within the hotel guest room space impact on the hospitality impression management performed. Qualitative data from fieldwork engaging with hotel employees located within the tourist resort of Queenstown New Zealand are used to explore the multiple fronts on which the front-of-house and back-of-house boundaries are simultaneously negotiated. The results suggest that Room Attendants negotiate the front-of-house and back-of-house boundary through objects – such as the guest room and articles belonging to the guest – and aspects of self– such as impression management, safety, socialising and self-responsibility for room checking. The results support the importance of considering context when seeking to understand the complexities associated with the (re)production of a reliably positive service encounter.

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Section: Resultsmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Theoretical Backgroundmentioning

confidence: 99%

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Working within the front-of-house/back-of-house boundary: Room attendants in the hotel guest room space

Boon

2007

Journal of Management & Organization

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“…(12) For a more comprehensive discussion of legitimate and illegitimate needs and wants see Bunzel et al 2002. (13) Though not all three groups in the same way, and with the same consequences.…”

Section: Endnotesmentioning

confidence: 99%

“…We are not suggesting that there is no resistance to Phantoms, because in the Grand Seaside there was (Bunzel et al 2002).…”

mentioning

confidence: 99%

Serving `The Guest': Günther Anders at the Grand Seaside Hotel

Bunzel

Parker

2009

Marketing Theory

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Drawing on data collected during 14-months of ethnographic research in an Australian Coastal Hotel, the paper describes the management of service encounters.Hotel staff used meetings and training sessions to simulate service scenarios, hypothesizing "customer wants and needs". In order to do this they constructed the image of an ideal "Guest", an image that was collectively evoked in order to shape the conduct of service encounters. We claim that these imaginary service encounters mean that the "creators" of this imaginary object become increasingly subjected to its demands. The object, "The Guest", attempts to dominate its creators. The traditional demarcation between subject and object is blurred, and perhaps reversed. Drawing on the neglected work of Günther Anders, the paper inquires into the status of this object and addresses the process of its production and consumption. It demonstrates how subjects and an (imaginary) object become entangled.

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On the meaning and use of excellence in the operations literature: a systematic review

Thürer

Tomašević

Stevenson

et al. 2018

Total Quality Management & Business Excellence

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Excellence is a term/concept that is widely used in research and practice. Yet although there have been many suggested definitions of excellence and the success factors behind excellence, few organizations have been able to achieve the goal of excellence. It has been argued that this is due to a genuine confusion amongst managers on what excellence means for their business. Using a systematic review of the operations literature on excellence concepts, we identify a plethora of concepts associated with excellence. In response, an overarching definition that seeks to consolidate the different concepts is presented. Excellence is defined as a combination of operational excellence (efficiency) and service excellence (effectiveness). Further analysis warrants that existing business excellence models may be detrimental to sustaining excellence and making good business. More specifically, business excellence models appear to overemphasize the creation of value whilst underemphasizing means of capturing this value. Moreover, they often lack a strategic component, including concepts such as strategic choice, alignment and sustained competitive advantage. This has major implications for research and practice.

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Disciplining Customers at the Grand Seaside Hotel

Cited by 5 publications

References 9 publications

Working within the front-of-house/back-of-house boundary: Room attendants in the hotel guest room space

Working within the front-of-house/back-of-house boundary: Room attendants in the hotel guest room space

Serving `The Guest': Günther Anders at the Grand Seaside Hotel

On the meaning and use of excellence in the operations literature: a systematic review

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