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Alfred Ogle

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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Alfred Ogle

The service product is conceptually abstractand highly subjective. Service quality has been likened to an attitude, thereby making it an epiphenomenon. The phenomenological nature of service necessitates innovative qualitative research tools and approaches to complement mainstream methods. The Sensual Quasi-Q-Sort (SQQS) offer new insights into customer perception of service products.