A case study in establishing a positive service culture: Attachment and involvement in the workplace

Abstract

The purpose of this research is to determine the range of workplace factors that influence employee perceptions of their work environment as what is casually referred to as a ‘fun’ place to work. The assumption is that a collection of workplace factors (ie, attractors) lead to overall positive benefits for hospitality operators with the foremost being the establishment of a strong service culture. This study begins with a review of emotional contagion, emotional labour, service culture, social bonding theory and from the practitioner ‘trade literature’ literature, fun in the workplace. In this study, the principal component factor analysis was applied to 572 questionnaires on this compiled scale of reported workplace attractors. The factor analysis procedure indicated that two components were derived that fit well within two aspects of social bonding theory; that of attachment and involvement.Journal of Retail and Leisure Property (2008) 7, 131–138. doi:10.1057/rlp.2008.5 [ABSTRACT FROM AUTHOR] Copyright of Journal of Retail & Leisure Property is the property of Palgrave Macmillan Ltd. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)