Att arbeta med hög servicekvalitet inom säsongsproblematik

Sammanfattning: The research has studied a middle-sized organisation running hospitality services in a Nordic winterseason town. The purpose has been to study how high quality of service can be attained within seasonality problematics. Seasonality problematics generally include high turn-over of employees, the need to frequently adapt labor to demand and an instability in revenue. In total 21 interviews has been conducted with management, employees and customers, and combined with a survey of 50 respondents the conclusion has been that the organisation suffers from seasonality problematics. The results have been analysed with theory in seasonality, quality improvement, Herzberg’s two-factor theory of workplace motivation and group developement. The study has found that the organisation today works qualitatively but genereally not high qualitatively. What service quality is has repetedly been defined as the employees personal service towards customers. The employees are according to the study the part of the organisation with the largest impact on service quality. The organisation is percieved by the employees to have internal problems in communicating. 52% of the employees phrase that management does not clearly present what they see as qualitative work. A large majority of the employees also phrase that they today does not experience any qualitywise influcence from their leaders. To reach higher quality of service the study has showed that the organisation needs to increase the employees motivation to work with high quality. This has shown to be possible through Herzbergs’ theorys’ growing factors, such as responsibility and affirmance. Further the study has shown that the organisation needs to improve clarity in defining and/or presenting their views on high quality work to the employees.