Creativity and innovation versus typicality and standardization in hotel service

نوع المستند : Original Article

المؤلف

Lecturer at Hospitality Department, Giza Higher Institute for Specific Studies

المستخلص

One of the major obstacles to hotels' ability to operate and continue making money is the industry's fierce rivalry, which undoubtedly rely on their capacity for innovation. Consequently, this research aims to analyze the hotel work environment in frontline departments regarding standardization of services and the ability of management to provide a suitable atmosphere for employee’s creativity and innovation in hotel services procedures and attributes. This research employed a quantitative method with a computer-administered questionnaire to survey 258 employees from various dependent and chain hotels in Cairo, Egypt. The data were processed using (SPSS v.22) statistical program. The findings showed that there is a positive relationship between the procedures to manage typicality and standardization and procedures and innovative practices. However, no significant differences emerged based on hotel type or department in relation to these procedures and practices. Interestingly, there was only partial difference among employees based on employee position. A set of recommendations were proposed to enhance the work environment in the hotel sector, aiming to strengthen its competitive capabilities and improve employee performance and creativity quality.

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