The perceptions of frontline employees towards hotel overbooking practices: exploring ethical challenges

HAYNES, Natalie and EGAN, David (2020). The perceptions of frontline employees towards hotel overbooking practices: exploring ethical challenges. Journal of Revenue and Pricing Management.

[img] PDF
Haynes_PerceptionsOfFrontline(AM).pdf - Accepted Version
Restricted to Repository staff only until 9 January 2021.
All rights reserved.

Download (531kB)
Official URL: https://link.springer.com/article/10.1057/s41272-0...
Link to published version:: https://doi.org/10.1057/s41272-019-00226-1
Related URLs:

    Abstract

    This paper explores the ethical perceptions of frontline hotel employees towards hotel overbooking policies. Thus far, the majority of literature has focused on the ethics of overbooking from the guests' perspective. This research finds that frontline employees form an ethical ideology based on their perceived need to deliver hospitableness to the guest. Overbooking is viewed as a threat to the host-guest relationship. However, if frontline employees can offer relevant compensation to guests and give advanced warning of an outbooking scenario they perceive that an ethical balance between hospitableness and commercially-driven overbooking practices can be achieved.

    Item Type: Article
    Uncontrolled Keywords: 14 Economics; 15 Commerce, Management, Tourism and Services
    Identification Number: https://doi.org/10.1057/s41272-019-00226-1
    SWORD Depositor: Symplectic Elements
    Depositing User: Symplectic Elements
    Date Deposited: 17 Dec 2019 15:00
    Last Modified: 13 Jan 2020 16:30
    URI: http://shura.shu.ac.uk/id/eprint/25562

    Actions (login required)

    View Item View Item

    Downloads

    Downloads per month over past year

    View more statistics