An analysis of the relationship between the hospitality culture and employees in China :: Business, Organization

According to Adelman et al. (1994); Bitner(1990); King (1985); King and Garey (1997),former research on service management have not considered the influence of culture on provide the service from staff. Tsang (2011) state that hospitality culture were focused on researches in recent years in China. Hospitality culture is not only very important for the hospitality industry, but also very significant for employees. In addition, hospitality culture is involved four factors: materials culture, behaviors culture, spiritual culture and rules culture. The key point of hospitality culture is spiritual culture, because this can determine the value of other cultures in the hospitality organization. Why hospitality culture so significant? There is some evidences to prove that hospitality culture is significant to the hotel organization. The First aspect, hospitality culture can improve the hotel services level and increase the turnover level. Mattila (1999) and Stauss and Mang (1999) argued that the customer estimate the service would depend on hospitality culture.The hotel has strict discipline to manage the staff, and staff must comply with the institutions during their working time. According to Martin and Lundberg(1991), Bennigan's is a America restaurant chain, it created research to find out why consumers did not come to their restaurants. The consequence is that only 15 per cent of consumers did not satisfied with the food, but 67 per cent of the consumers are dissatisfied with the staff's attitude. For instance, customers receive satisfying services, so they will remember these services and want to receive those services again next time. Although this is not enough to evaluate the results of a hotel service, it can make a good impression in customers’ minds. Secondly, it is not easy to fail the hotel have good culture in the strong competition of the hospitality industry. Nowadays, more and more businesses are focusing on hotels, so the hotel industry is face with fierce competition. When hotels have the same level of facilities,and hotel culture is the key point to estimate the hotel services. In addition, hotel culture can improve the position in the same industry. Hospitality culture and employees influence on each other. On the one hand, hospitality culture has some advantages and disadvantages to affect employees. At first, it can promote the skills of employees, because the hospitality lay out to train the employees’ skills. Shames and Glover (1988) claimed that human interaction and communication are involved in service experience as same as a social experience.