Topic > An analysis of the relationship between…

According to Adelman et al. (1994); Bitner (1990); King (1985); King and Garey (1997), previous service management research, did not consider the influence of culture on staff service delivery. Tsang (2011) states that hospitality culture has focused on research carried out in China in recent years. Hospitality culture is not only very important for the hospitality industry, but also very significant for the employees. Furthermore, hospitality culture involves four factors: material culture, behavioral culture, spiritual culture and rule culture. The key point of hospitality culture is spiritual culture, because this can determine the value of other cultures in hospitality organization. Why is the culture of hospitality so significant? There is some evidence to show that hospitality culture is significant for hotel organization. The first aspect, hospitality culture can improve the level of hotel services and increase the level of turnover. Mattila (1999) and Stauss and Mang (1999) argued that customer esteem that service depends on hospitality culture. The hotel has strict discipline in staff management, and staff must respect the institutions during their working hours. According to Martin and Lundberg (1991), Bennigan's is an American restaurant chain, created a research to find out why consumers do not go to their restaurants. The consequence is that only 15% of consumers are dissatisfied with the food, but 67% of consumers are dissatisfied with the attitude of the staff. For example, customers receive satisfactory services, then they will remember these services and want to receive them again next time. Even if this is not enough to evaluate the results of a hotel service, it can make a good impression in the minds of customers. Secondly, it is not easy to fail because a hotel has a good culture in the fierce competition of the hospitality industry. Nowadays, more and more companies focus on hotels, so the hotel industry is facing strong competition. When hotels have the same level of facilities, hotel culture is the key point to evaluate hotel services. Furthermore, hotel culture can improve the position in the same industry. Hospitality culture and employees influence each other. On the one hand, hospitality culture has some advantages and disadvantages that affect employees. First, it can promote employees' skills, because hospitality aims to train employees' skills. Shames and Glover (1988) state that human interaction and communication are involved in the service experience as well as the social experience..