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The Impact of Corporate Culture in the Performance of the Front Desk Employees—The Case of Five Star Hotels in Greece

Dimitrios Belias (), Christos Mantas and Dimitrios Tsiotas ()
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Dimitrios Belias: Technological Educational Institute of Thessaly
Christos Mantas: University of Leicester

Chapter Chapter 38 in Smart Tourism as a Driver for Culture and Sustainability, 2019, pp 563-576 from Springer

Abstract: 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: Culture; Performance; Tourism; Greece; Five star hotels (search for similar items in EconPapers)
JEL-codes: L83 M10 Z32 (search for similar items in EconPapers)
Date: 2019
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DOI: 10.1007/978-3-030-03910-3_38

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