1. – Doctoral Scholar, Hrm, Indian Institute Of Management Calcutta, West Bengal, India.
| Received
24-Aug-2017 |
Accepted
- |
Published
24-Aug-2017 |
Abstract
Direct contact with the customer
in any service interaction creates
a unique set of challenges for
both the employer as well as the
front-line service worker. It occurs
in the pursuit of dual, contradictory
goals of efficiency and
being customer-oriented. This
paper, while using the example of
the hotel industry explicates that
efficiency is achieved at the cost
of quality of service delivery.
Howsoever unattainable the dual
goals seem to be in the hotel industry,
with proper investments in
human resources organizations
have thrived and excelled in their
environments and proved that the
goals might not be contradictory
in nature after all.
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