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Title: 'Hospitableness' : can the sub-traits of hospitableness be identified, measured in individuals and used to improve business performance?
Author: Blain, M. J.
Awarding Body: Nottingham Trent University
Current Institution: Nottingham Trent University
Date of Award: 2012
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Motives for hospitality were considered by Telfer (1996) when she argued that not only might some people have a higher innate propensity for hospitality than others, but that these people may be drawn to work in the hospitality industry. At the point of service the profit motive may be secondary to more altruistic motives of hospitableness such as the simple enjoyment of the act or a desire to serve others and, if true, it is possible that contrary to assertions by Ritzer (2007), genuine hospitableness could be found in the hospitality industry. However what impact would deliberately identifying and employing individuals with a high natural propensity to hospitableness have on customer satisfaction or business performance? This DBA thesis is the compilation of a five document research arc that explores these ideas. It seeks to understand the traits of hospitableness through a motives-based conceptual framework and then uses this model to inform the development of a profiling instrument that aspires to measure them in individuals. It looks for answers to Telfer’s challenge about differing levels of natural propensity for hospitableness, and attempts to correlate the results against measures of business performance. The documents chart the development of a hospitableness profiling instrument through a number of iterations. Although it ultimately demonstrated high levels of internal reliability, validity analysis provedinconclusive due to a lack of appropriate third-party calibration measures and a concern over the high face validity of the question bank. In the last stage of the research the hospitableness profiling tool was deployed in a commercial setting with a group of pub tenants and business owners. The (non-validated) hospitableness scores achieved by participants were then tested for correlation against sales and mystery customer information provided by a regional brewery. Although no relationship was found a number of mitigating factors were acknowledged that may have been significant and the document concludes with clear areas for further post-doctoral research identified.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (D.B.A.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available