Social identity theory: A role in hotel industry research

Solnet, D. (2007). Social identity theory: A role in hotel industry research. In: Christou, E. and Sigala, M., 2007 I-Chrie Conference. 2007 I-Chrie Conference, Dallas, Texas USA, (457-465). 25-29 July 2007.

Author Solnet, D.
Title of paper Social identity theory: A role in hotel industry research
Conference name 2007 I-Chrie Conference
Conference location Dallas, Texas USA
Conference dates 25-29 July 2007
Proceedings title 2007 I-Chrie Conference
Place of Publication Dallas, TX USA
Publisher International Council on Hospitality Restaurant and Institutional Education
Publication Year 2007
Year available 2007
Sub-type Fully published paper
ISBN 0-9746470-7-1
Editor Christou, E.
Sigala, M.
Start page 457
End page 465
Total pages 9
Collection year 2008
Abstract/Summary This paper addresses the concept of linkage research and proposes social identity theory as an important consideration in managing employee-customer interactions. Following the creation of a conceptual model, this study uses an employee questionnaire, incorporating service climate and employee social identification measures. Service satisfaction, as was employee identification at the superordinate level. The framework proposed and the findings of this study provide management with useful information about how social identity theory can be used to enhance organizational practices in a hotel setting.
Subjects E1
350299 Business and Management not elsewhere classified
710602 Hospitality services
Keyword Social identity theory
employee-customer linkages
Q-Index Code E1
Q-Index Status Confirmed Code

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Created: Tue, 15 Apr 2008, 17:24:11 EST by Rosemaree Willett on behalf of School of Tourism