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ID:33501354
大小:299.48 KB
页数:84页
时间:2019-02-26
《tourism and hospitality management:旅游与酒店管理》由会员上传分享,免费在线阅读,更多相关内容在教育资源-天天文库。
1、TourismandHospitalityManagementMasterThesisNo2003:27Motivationofseasonalfront-lineworkersAstudyatGrönaLund’sTivoliZilanHuang&CeciliaHäggkvistGraduateBusinessSchoolSchoolofEconomicsandCommercialLawGöteborgUniversityISSN1403-851XPrintedbyElandersNovumAbstractThefront-lineworkershaveanimportantro
2、leintheservicedelivery,inordertoprovidegoodservicequality.Whatworkersexperienceintheirworkwilltransmittothecustomersandaffecttheexperienceofcustomers.Duetotheincreaseintemporaryemploymentintourism&hospitalityindustryduringthepastdecades,thisthesisistoenlargeourunderstandingofthemotivationofsea
3、sonalfront-lineworkersinanamusementpark.ThecasestudywasbasedonGrönaLund’sTivoli,thesecondlargestamusementparkinSweden.Theaimofthethesisistoidentifyandanalyzethemotivationalfactorswhichaffectthebehavioursofworkers.Ourmainfindingsshowthatthefront-linestaffinGrönaLundismotivatedbyintrinsicaswella
4、sextrinsicmotivationalfactors.Theintrinsicmotivationalfactorsincludepersonalreasons,personalworkethicsandthecharacteristicsofpeople.Thesefactorscouldberegardedasthebasicfactorsmotivatingtheemployeestoperformthework,butwillnotpushtheworkerstobetterperformance.Inthatsense,customers,teamworkandle
5、adershipwhichareregardedasextrinsicmotivationalfactors,playamoreimportantroleformanagement.Thesecouldbecontrolledbymanagerstotriggertheiremployeestoperformbetter.Thevalueofthethesisistocontributeknowledgeforbetterunderstandingofseasonalfront-lineworkersinaparticularsettingandemphasizemanagemen
6、ttopayattentiontoemployeesthemselvestoachievehighservicequality.Keywords:motivation,motivationalfactors,seasonalworkers,intrinsic,extrinsic,amusementparkAcknowledgementWewouldliketodirectaspecialthankyoutoPiaNilsson,theHR-manageratGrönaLund’sTivoli.Withoutherhelpwecouldnothavecompletedthestudy
7、.TheteamleadersintheDepartmentofOperationsshallbeacknowledgedfordevotingtheirtimeandeffortinorganizingandtakingpartintheinterviews.Wearealsogratefulforthevastmaterialalltheattractionworkersprovideduswith.Furtherwewouldliketoexpressourth
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