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Working Within the Front-of-House/Back-of-House Boundary: Room attendants in the hotel guest room space
Bronwyn Boon
Department of Management, University of Otago, Dunedin, New Zealand
Abstract
Context is an important but largely ignored dimension of quality service encounters.
This paper contributes to the hospitality service industries literature by examining how the front-of-house and back-of-house boundary work (Nippert-Eng 1996, 2003) engaged by Room Attendants working within the hotel guest room space impact on the hospitality impression management performed.
Qualitative data from fieldwork engaging with hotel employees located within the tourist resort of Queenstown New Zealand are used to explore the multiple fronts on which the front-of-house and back-of-house boundaries are simultaneously negotiated.
The results suggest that Room Attendants negotiate the front-of-house and back-of-house boundary through objects - such as the guest room and articles belonging to the guest - and aspects of self -such as impression management, safety, socialising and self-responsibility for room checking. The results support the importance of considering context when seeking to understand the complexities associated with the (re)production of a reliably positive service encounter.
Keywords
hotels, service encounter, dramaturgical, front-of-house, back-of-house, boundaries
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