Hospitality leaders are concerned because in service firms the success of
products and services depend on their delivery by employees. Thus, service
organizations rely on their -coal face- employees to create memorable
experiences that develop a loyal customer base and ultimately carry out the
firm's strategic initiatives (Liao & Chuang, 2004; Skaggs & Youndt,2004). Yet,
most hospitality organizations operate with extremely lean margins and a
focus on maximising profits. Obsession with cost containment shows up in
countless ways, including aggressive control of employee benefits and wages
to manage labor costs. But stingy pay and benefits don’t necessarily translate
into lower costs in the long run.
Crtiically analyse the above statements and determine their validity in
respect of an organistion’s human resource management. In your
discussion you should use industry examples to support your findings
and opinion.
atleast 12 journal article refernces