Unionization may change the scope of operations within the hotel casino environment as well as challenge a manager’s ability to identify solutions that adequately addresses issues associated with operational optimization, profitability, customer satisfaction, and a manager’s right to lead (Doucouliagos & Laroche, 2009). The purpose of this research study was to explore how unionization affected 10 operational managers from one of five Las Vegas, Nevada, hotel casino organizations to discover how unionization affected well organizational profitability, customer service performance, and a manager’s right to manage in the hospitality industry. This qualitative phenomenological study used a modified Van Kaam method to highlight the attitudes surrounding unionization and asked 12 semi-structured interview questions to explore the lived experiences of the study’s participants. Seven themes and four subthemes emerged from the research and the key findings revealed that unionization reduced a manager’s ability to address issues associated with operational optimization, profitability, and customer satisfaction. The findings also indicated that the risk of unionization as well as the issues presented by the phenomenon may be avoided, eliminated, and controlled by increased managerial training and awareness.
|Commitee:||Dominick, Kathleen, Ziegler, James|
|School:||University of Phoenix|
|School Location:||United States -- Arizona|
|Source:||DAI-B 76/01(E), Dissertation Abstracts International|
|Subjects:||Computer Engineering, Labor relations|
|Keywords:||Customer service, Hospitality, Labor union, Profitability, Right to manage, Unionization|
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