Dissertation/Thesis Abstract

The perceptions of hospitality employees from diverse national cultures regarding the humane organization
by Dimitrov, Daniela Y., Ed.D., The George Washington University, 2009, 393; 3349871
Abstract (Summary)

The purpose of this case study was to explore the way hospitality employees from different national cultures in a US-based hotel perceive their workplace to be a humane organization as defined by Chalofsky (2008). This exploratory research employed a single embedded case study in order to pursue answers to the central research question. The 17 participants, selected via purposeful convenience sampling, represented management, supervisory, and professional line-level employees from a diverse full-service hotel in a major metropolitan area. One-on-one interviews as well as observations of the social and physical aspects of participants’ workplace were conducted. Human resource and work-life balance policies and programs of the studied hotel were examined, as well as documentation regarding the organizational structure, the organization’s leadership values and practices, its community involvement, and its communication with employees, was reviewed. Based on the findings of this study the following three conclusions were made: (1) The findings of this case study fit Chalofsky’s (2008) framework of the features of the HO: living a value-based culture, caring about employees, caring about the organizational mission, and committed to work, play, and community involvement; (2) The findings support the consideration of two new characteristics of the HO that can possibly expand Chalofsky’s preliminary framework: HOs are cognizant and understanding of individuals as human beings not just as employees; HOs exist in a help-oriented and service-driven organizational culture such as hospitality; (3) There are more similarities than differences among participants from different national backgrounds in terms of their perception of what a humane organization is and whether the studied hotel is one of these organizations. The research of more culturally diverse organizations in different countries and economic sectors was recommended. Organizations were advised to strategically revisit their missions, values, formal and informal structures of operation, as well as their existing intraorganizational rules, policies, and guidelines concerning the human factor - employees.

Indexing (document details)
Advisor: Chalofsky, Neal
Commitee: Cseh, Maria, Parks, Sarah
School: The George Washington University
Department: Human and Organizational Learning
School Location: United States -- District of Columbia
Source: DAI-A 70/03, Dissertation Abstracts International
Subjects: Cultural anthropology, Adult education, Occupational psychology, Organizational behavior
Keywords: Employees, Hospitality, Humane organization, Meaningful workplace, Multicultural perspectives, National culture
Publication Number: 3349871
ISBN: 978-1-109-06215-1
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