Chapter 12: Security and safety: an internal customer perspective
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This chapter considers workplace security and safety using an internal customer perspective. The hotelier’s duty of care is to provide a safe environment for guests, the external customer, while at the same time ensuring the safety of staff members, the internal customer. Safety is underpinned by secure facility/premises being operated by competent and caring staff members, the internal customer. Maintaining a safe haven, therefore, requires an appreciation of how guests and staff alike perceive wellbeing vis-à-vis safety as an antecedent of satisfaction. An internal customer perspective is considered here, as typically the operational focus has been on the external customer. Second-hand smoke (SHS) in casinos serves to highlight disproportionality in safety considerations between internal and external customers, which has implications for HRM practices in the hospitality and tourism industries.

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