Dissertation/Thesis Abstract

Unionization effects on a leader's right to manage profitability and customer service: A phenomenological study
by Schellhase, Maria, D.B.A., University of Phoenix, 2012, 411; 3674143
Abstract (Summary)

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.

Indexing (document details)
Advisor: Gunnell, Martin
Commitee: Dominick, Kathleen, Ziegler, James
School: University of Phoenix
Department: Business Administration
School Location: United States -- Arizona
Source: DAI-B 76/01(E), Dissertation Abstracts International
Source Type: DISSERTATION
Subjects: Computer Engineering, Labor relations
Keywords: Customer service, Hospitality, Labor union, Profitability, Right to manage, Unionization
Publication Number: 3674143
ISBN: 9781321253665
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