Award Date

Spring 2012

Degree Type

Professional Paper

Degree Name

Master of Hospitality Administration

Department

Hotel Administration

First Committee Member

Clark Kincaid, Chair

Number of Pages

36

Abstract

Justification and Objectives: With this background in mind, there is an important question that has not been answered in the context of Macau’s hospitality industry: Does the workforce display what Gu and Siu (2009) called “mediocre interpersonal skills” (p. 561) because of innate shortcomings in the workforce, or because of voluntary behavior on the part of the workforce? The proposed paper will use Osterman’s (1994) theoretical framework of employment incentives and with reference to the research being conducted by Venetian Macau.

Purpose Statement: The purpose of this study is to quantitatively measure the links between the variables of employee service level, rehiring expectations, and skills/limitations, based on secondary data from The Venetian Macao.

Keywords

China – Macau; Customer services; Hospitality industry – Employees; Interpersonal relations; Unemployment

Disciplines

Gaming and Casino Operations Management | Hospitality Administration and Management | Human Resources Management | International Business

Language

English


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