Performing: Hotel room attendants’ employment experiences

Sandra Kensbock, Gayle Jennings, Janis Bailey and Anoop Patiar

Annals of Tourism Research, 2016, vol. 56, issue C, 112-127

Abstract: Performing is a socio-psychological process of defining self as a room attendant and finding dignity in the course of completing daily tasks while interacting with other social actors—guests and hotel employees—on hotel stages. The grounded theory of performing emerged from qualitative research, informed by socialist-feminist critical theory and qualitative social constructivist grounded theory. Forty-six room attendants working in one of five participating 5-star hotels located in South East Queensland, Australia, were interviewed. Performing has ramifications for tourism service provision, specifically, hotel praxis and the need for greater acknowledgement of room attendants as a community of value, possessing practical knowledge that could be used to improve daily operations, enhancing guest interactions and tourism service experiences.

Keywords: Room attendants; Workplace experiences; Grounded theory; Performing (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (7)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:56:y:2016:i:c:p:112-127

DOI: 10.1016/j.annals.2015.11.010

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