Keith C. Jones’s research while affiliated with Cornell University and other places

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Publications (3)

The Effects of Leadership Style on Hotel Employees' Commitment to Service Quality
  • Article

May 2009

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5,459 Reads

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244 Citations

Cornell Hospitality Quarterly

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Keith C. Jones

One of the continuing challenges in the hotel industry is providing consistent levels of quality service across units. Although recruitment, selection, and training practices are often standardized across units (within a given market), frontline employees' performance varies. This study examines the role that individual unit management plays in this process by looking at how a manager's commitment to service quality and that person's leadership style affect the way frontline employees do their job. The fundamental implication of this study is that managers who are committed to service quality and employ an empowering leadership style can create a transformational climate that conveys their commitment to quality service to their frontline employees. This leads to employees who are more likely to share the organization's values, who understand their role in the organization, who are more satisfied with their jobs, and who perform at a higher level of quality in serving hotel guests

Citations (3)

... These pivotal points in the servicing process are the source of customer complaints regarding their experiences. This includes hotel services including room service, the check-in procedure, the luggage transfer process, and the problem-solving abilities of the front desk staff (Hartline et al.,2003). The hotel employees, especially those at the front desk, play a crucial role in shaping guests' initial perceptions of the establishment, reflecting the overall image of the hotel. ...

Reference:

An Analysis of the Impact of Xi'an Hotels' Service Quality Using network Text
Guest Perceptions of Hotel Quality: Determining Which Employee Groups Count Most
  • Citing Article

  • February 2003

Cornell Hotel and Restaurant Administration Quarterly

Michael D. Hartline

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Keith C. Jones

... Zhao and Dholakia (2009) and Chen and Wu (2009) use the traditional method of the Kano model for classification of attributes. Ramanathan (2010) uses a methodology proposed by Hartline et al. (2003), which is based on the same principles as Penalty and Reward Analysis (Picolo & Tontini, 2008). These studies only identify the distribution of online service attributes regarding Kano model classifications (attractive, mandatory, one-dimensional, and neutral). ...

Reference:

Identifying opportunities for improvement in online shopping sites
Guest perceptions of hotel quality: Determining which employee groups count most
  • Citing Article

  • February 2003

Cornell Hotel and Restaurant Administration Quarterly

Michael D. Hardine

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Keith C. Jones

... To accomplish the SDGs, the hotel industry needs SL to effectively and sustainably manage economic, social, and environmental objectives (Liao, 2022). Organizations' social and environmental sustainability is influenced by different leadership styles (Clark et al., 2009). According to Patiar and Wang (2016), SL in the hotel industry, when focused on transformation, can enhance the performance of different departments and increase staff engagement, leading to improved service quality and overall performance. ...

Reference:

A Comparative Study on the Impact of Sustainable Leadership and Knowledge Leadership on Sustainable Performance within the Hotel Industry
The Effects of Leadership Style on Hotel Employees' Commitment to Service Quality
  • Citing Article

  • May 2009

Cornell Hospitality Quarterly

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Keith C. Jones