Working within the front-of-house/back-of-house boundary: Room attendants in the hotel guest room space
Working within the front-of-house/back-of-house boundary: Room attendants in the hotel guest room space
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在前台/后台边界内工作：酒店客房空间内的客房服务员
DOI：
10.5172/jmo.2007.13.2.160
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发表时间：
2007
影响因子：
3.3
通讯作者：
Bronwyn Boon
中科院分区：
文献类型：
--
作者：
Bronwyn Boon
摘要环境是一个重要的，但在很大程度上被忽视的质量服务遇到的维度。本文有助于酒店服务业的文献，通过研究如何在酒店客房空间内工作的客房服务员从事的前台和后台边界工作（Nippert-Eng 1996，2003）对酒店印象管理的影响。定性数据从从事与酒店员工位于旅游度假胜地的皇后镇新西兰的实地考察被用来探索多个战线上的正面的房子和背面的房子的边界同时进行谈判。结果表明，客房服务员通过对象（如客房和属于客人的物品）和自我方面（如印象管理、安全、社交和对客房检查的自我责任）来协商前台和后台边界。结果支持的重要性，考虑上下文时，寻求了解的复杂性与（再）生产一个可靠的积极的服务遭遇。
Abstract Context is an important but largely ignored dimension of quality service encounters. This paper contributes to the hospitality service industries literature by examining how the front-of-house and back-of-house boundary work (Nippert-Eng 1996, 2003) engaged by Room Attendants working within the hotel guest room space impact on the hospitality impression management performed. Qualitative data from fieldwork engaging with hotel employees located within the tourist resort of Queenstown New Zealand are used to explore the multiple fronts on which the front-of-house and back-of-house boundaries are simultaneously negotiated. The results suggest that Room Attendants negotiate the front-of-house and back-of-house boundary through objects – such as the guest room and articles belonging to the guest – and aspects of self– such as impression management, safety, socialising and self-responsibility for room checking. The results support the importance of considering context when seeking to understand the complexities associated with the (re)production of a reliably positive service encounter.