An investigation into restaurant unions and their roles in tourism in Hong Kong

Pao Yue-kong Library Electronic Theses Database

An investigation into restaurant unions and their roles in tourism in Hong Kong

 

Author: Chen, Chak-man Edmund
Title: An investigation into restaurant unions and their roles in tourism in Hong Kong
Degree: M.Sc.
Year: 2000
Subject: Restaurants -- China -- Hong Kong -- Quality control
Labor unions -- China -- Hong Kong
Tourism -- China -- Hong Kong
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Hotel and Tourism Management
Pages: ix, 126, [7] leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1511602
URI: http://theses.lib.polyu.edu.hk/handle/200/363
Abstract: The purpose of this study was to investigate what role restaurant trade unions can play in tourism in the Hong Kong Special Administrative Region (HKSAR). Despite the decline in the number of visitors to Hong Kong since the record year of 1996, Hong Kong remains as the premier destination for travelers in Asia. In light of this, the government of the Hong Kong has encouraged continuous improvements in enhancing the quality of service in tourism-related industries such as hotels and restaurants as Hong Kong have been recognized as a first-class 'service hub' for visitors. There are over 8500 restaurants in Hong Kong that cater to locals and visitors in 1999. The variety of restaurants in Hong Kong boosts more choices of dining than other cities in the world. Thus, as Hong Kong has been recognized as a world class service center, it is inevitable to emphasize the importance of customer service in the restaurant industry of' Hong Kong if it wants to remain as the number one destination in Asia. In order to achieve quality service, it will be important to look at the 'software' that makes it possible-the people. It is only possible to provide quality service if the people are willing to do so. If workers in the restaurant industry are not satisfied in their daily work life, then how can they produce at their highest levels? An unsatisfied workforce can result in a negative impact in the way they will service the guests. Therefore, employee satisfaction can be viewed as important as customer satisfaction. As a result, it will be important for the restaurant industry to satisfy its workers in order to enhance the level of service to cater to visitors to Hong Kong. In light of this, the research focuses on how employee satisfaction through unionization can enhance the level of customer service that benefits the tourism industry in Hong Kong. Studies found that that there is a mature relationship between unions and productivity in which 'productivity' in restaurants is defined as the output of quality service and products. Moreover, research found that restaurant unions has the ability to achieve greater employee satisfaction through desired benefits such as higher job security, fair wage practice, better understanding of the employee-employer relationship, and assistance to dispute against the employer under the employment law. Therefore, by greater employee satisfaction, it can lead to higher productivity, As Flynn (1994) noted, "A satisfied employee is an efficient employee. The successful drive for guest satisfaction begins with management ensuring their staff-the internal customers-are content. There is a real world, bottom line, dollars-and-cents relationship between keeping your employees happy and making increased profits". The contents of the dissertation includes a current review of the Hong Kong tourism industry, review of literature on an alternative for enhancing the competitiveness of the tourism industry through a higher level of service in tourism-related establishments, and a look at the origin of trade unions and how it lead to its current position today. Moreover, trend of unionization from other industrialized countries was examined to give a better understanding of how unions in Hong Kong are fairing up from a global point of view. A survey among eight respondents from two Chinese restaurants in Hong Kong was administered to capture their attitudes towards restaurant unions from the shop-level. The dissertation can be a reference guide for organizations looking at ways to enhance their level of competitiveness through customer service. In addition, it can serve as a resource that is much needed in the restaurant industry. As of today, there is a lack of research in the restaurant industry in Hong Kong. Moreover, the research of restaurant unions were almost non-existent in Hong Kong and found limited resources available from other parts of the world. Therefore, the dissertation can encourage future research in a very important industry that contributes to the tourism industry and the economy as a whole in any country of the world.

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