Site name: Search Engines
URL: Google—www.google.com
Yahoo—www.yahoo.com
Ask.com—www.ask.com
AlltheWeb.com—www.alltheweb.com
Background information: Many managers believe that to successfully deliver quality service, a “service culture” must be present in an organization. This “service culture” needs to be internalized by all employees in the organization and a major part of establishing a service culture is empowerment.
Exercises: Using your favorite search engine or one of the top-rated search engines above, search for “service culture” and/or “employee/worker empowerment.”
a. Read at least two articles and discuss how the concepts in those articles could be implemented in a hospitality organization.
b. Lead a class discussion on how a “service culture” can be implemented in a hospitality operation. What are some of the hurdles that might be encountered during the implementation process?
c. Discuss why you think a service culture is not always a significant part of all hospitality operations.