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| Author: | Keung, S. W. C. |
| Title: | Tourists' perceptions of hotel frontline employees' questionable job-related behaviour |
| Journal: | Tourism Management
2000 : APR, VOL. 21:2, p. 121-134 |
| Index terms: | Tourist industry Tourism Hotel and catering industry Business ethics |
| Language: | eng |
| Abstract: | The author examines tourists' perceptions of hotel frontline employees' (N=491) questionable job-related behaviour. Tourists were asked to indicate their perceptions about hotel employees' ethics in three service encounters (Front Office, Housekeeping and Food & Beverage) they experienced in hotels. Four dimensions were identified by factor analysis: (1) infringement of guests' property; (2) unethical behaviour; (3) benefiting at the expense of guest supplementary service, and (4) against company work rules. |
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