Abstract
Organizational culture and business philosophy have been shown to affect the performance of an organization. It is imperative for executives to know the organizational culture of the business in which they work to develop the corresponding strategic goals that will improve the performance of the hotel business and give it a competitive advantage over its rivals. (Belias et al. 2016b, c). In order to achieve an excellent customer service it is necessary to know the characteristics of the customer of the hotel business. Services that do not meet customer expectations will prove to be unsatisfactory, so the customer can look for these services in other competing businesses. This is very important in the case of five star hotels in Greece. Of course, as it is revealed on this paper, there is still a need for further research on this topic.
Keywords
JEL Classification
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Aspridis, G. (2004). Human resource performance evaluation systems. Comparison in public and private sectors (Doctoral Dissertation, Faculty of Political Science and Public Administration of National and Kapodistrian, University of Athens).
Aspridis, G. (2007). Performance management in modern human resource management: How public sector can learn from private sector. Mytilene: University of Aegean.
Aspridis, G., & Kyriakou, D. (2012). Human resource evaluation in hotel units. Management, 7(1), 17–34.
Avlonitis, G., & Giannopoulos, A. (2008). Tourism Marketing and Competitiveness, Scientific Marketing (May), Ed. Morax.
Balthazard, P. A., Cooke, R. A., & Potter, R. E. (2006). Dysfunctional culture, dysfunctional organization: Capturing the behavioral norms that form organizational culture and drive performance. Journal of Managerial Psychology, 21(8), 709–732.
Belias, D., Trivellas, P., Koustelios, A., Serdaris, P., Varsanis, K., & Grigoriou, I. (2016a). Human resource management, strategic leadership development and the Greek tourism sector. In 3rd International Conference with the theme “Tourism, Culture and Heritage in a Smart Economy”, May 19–21, 2016 (pp. 107–115). Athens: Springer Proceedings in Business and Economics.
Belias, D., Velissariou, E., Koustelios, A., Varsanis, K., Kyriakou, D., & Sdrolias, L. (2016b). Integrating total quality management philosophy in the Greek tourism sector. In A. Kavoura et al. (Eds.), Strategic innovative marketing (pp. 71–76). Springer Proceedings in Business and Economics.
Belias, D., Velissariou, E., Koustelios, A., Varsanis, K., Kyriakou, D., & Sdrolias, L. (2016c). The role of organizational culture in the Greek higher tourism quality. In A. Kavoura et al. (Eds.), Strategic innovative marketing (pp. 65–70). Springer Proceedings in Business and Economics.
Brown, A. (1992). Organizational culture: The key to effective leadership and organizational development leadership and organization development. Journal of Leadership and organization Development, 13(2), 3–6.
Brown, S. P., & Peterson, R. A. (1993). Antecedents and consequences of salesperson job satisfaction: Meta-analysis and assessment of causal effects. Journal of Marketing Research (JMR), 30(1), 63–77.
Brown, S. P., & Peterson, R. A. (1994). The effect of effort on sales performance and job satisfaction. The Journal of Marketing, 58(2), 70–80.
Chatman, J. A., & Jehn, K. A. (1994). Assessing the relationship between industry characteristics and organizational culture: How different can you be? Academy of Management Journal, 37(3), 522–554.
Chen, M.-L., & Chen, K.-J. (2010). The relations of organizational characteristics, customer-oriented behavior and service quality. African Journal of Business Management, 4(10), 2059–2074 (2010).
Churchill, J. (1985). Frontiers of entrepreneurship research. Wellesley, MA: Babson College.
Denison, D. R., & Mishra, A. K. (1995). Toward a theory of organizational culture and effectiveness organization science. Organization Science, 6(2), 204–223. INFORMS Stable.
Field, L. M., & Davies, A. (1984). Corporate culture and corporate success. The Canadian Manager, 5.
Fletcher, B., & Jones, F. (1992). Measuring organizational culture: The cultural audit. Managerial auditing journal, 7(6), 30–36.
Hartline, M. D., & Ferrell, O. C. (1993). Service Quality Implementation: The effects of organizational socialization and managerial actions on customer-contact employee behaviors [Monograph]. Marketing Science Institute Working Paper Series, 93–122, 1–35.
Katsikea, E., Theodosiou, M., Perdikis, N., & Kehagias, J. (2010). The effects of organizational structure and job characteristics on export sales managers’ job satisfaction and organizational commitment. Journal of World Business, 46(2), 221–233.
Klidas, A. K. (2001). Employee empowerment in the European hotel industry: Meaning, process and cultural relativity (Thela thesis). Amsterdam: Rozenberg.
Middleton, V. T. C., & Clarke, J. (2001). Marketing in travel and tourism (3rd ed.). Manchester: Elsevier Butterworth—Heinemann.
Nousia, A. et al. (2017). Governmental, entrepreneurial and social dysfunctions and responsibilities in terms of tourism development strategy implementation in Greece: Quo Vadis? In V. Katsoni & K. Velander (Eds.), Innovative approaches to tourism and leisure: Culture, places and narratives in a sustainability context (pp. 479–492) Springer Proceedings in Business and Economics.
Pascale, R. (1984). Fitting new employees into the company culture. Fortune, 109(11), 28.
Rigopoulou, I., Theodosiou, M., Katsikea, E., & Perdikis, N. (2011). Information control, role perceptions, and work outcomes of boundaryspanning frontline managers. Journal of Business Research, 65, 626–633.
Rizzo, J. R., House, R. J., & Lirtzman, S. (1970). Role conflict and ambiguity in complex organizations. Administrative Science Quarterly, 15, 150–163.
Roupas, V., & Laloumi, D. (1998). Tourism management. Athens: A. Stamoulis Publications.
Siguaw, J. A., Brown, G., & Widing II, R. E. (1994). The influence of the market orientation of the firm on sales force behavior and attitudes. Journal of Marketing Research, 31(1), 106–116.
Singh, J. (2000). Performance productivity and quality of frontline employees in service organizations. Journal of Marketing, 54, 15–34.
Terzidis, K., & Tzortzakis, K. (2004). Human resources management: Personnel management. Athens: Rosili.
Trivellas, P., Kakos, N., Vasiliadis, L., & Belias, D. (2015). Residents’ perceptions toward cultural, social and economic benefits and costs of tourism industry. An empirical survey. In 2nd International Conference of Cultural and Digital Tourism Forms and Norms of Tourism and Culture in the Age of Innovation (pp. 171–181). Springer Proceedings in Business and Economics.
Van Donk, D. P., & Saunders, G. (1993). Organizational culture as a missing link in quality management. International Journal of Quality and Reliability Management, 10(5), 5–15. MCB University Press.
Vasiliadis, L., Trivellas, P., Belias, D., Meleas, J., & Kyriakou, D. (2015). Cultural tourism revisited: The case of Thessaly. In V. Katsoni, & A. Stratigea (Eds.), Tourism and culture in the age of innovation (pp. 69–78). Springer Proceedings in Business and Economics.
Wright, P. (1986). A cultural audit: First step in a needs analysis? Journal of European Industrial Training, 10(1), 28–31.
Yoon, M. H., Beatty, S. E., & Suh, J. (2001). The effect of work climate on critical employee and customer outcomes. International Journal of Service Industry Management, 12(5), 500.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this paper
Cite this paper
Belias, D., Mantas, C., Tsiotas, D. (2019). The Impact of Corporate Culture in the Performance of the Front Desk Employees—The Case of Five Star Hotels in Greece. In: Katsoni, V., Segarra-Oña, M. (eds) Smart Tourism as a Driver for Culture and Sustainability. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-030-03910-3_38
Download citation
DOI: https://doi.org/10.1007/978-3-030-03910-3_38
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-03909-7
Online ISBN: 978-3-030-03910-3
eBook Packages: Business and ManagementBusiness and Management (R0)