Workforce Education 560
Ruth Ann Jackson
During the course of the semester, we have learned about the many historical, philosophical, social, theoretical, and economic foundations of Work Force Education and discussed how they relate to each other and to the missions of the field. In this paper I will add my topic to the mix and set forth how I think the foundations and missions interact and support my research topic going forward. The paper is organized into the following sections: Introduction, body, summation, and references to date. The body is organized into five areas. They are: Nature of research topic, Missions and historical foundations, Philosophical and social foundations, Theoretical foundations, and Economic foundations. Body
Nature of research topic
The subject of my research is spiritual leadership and its impact on customer outcomes in a hospitality setting. In my reading I found that there was much written about the positive impact that spiritual leadership has on empowered teams. Empowered teams are the subject of many articles relating to guest satisfaction in hospitality settings. Leadership in hospitality organizations presents special challenges especially with respect to involvement of the customer in virtually all processes and the intangible nature of service as a product. I would like to explore what facets of spiritual leadership are particularly effective in this unique setting. Leaders of Hospitality and other service organizations have unique challenges as compared to their counterparts in other industries. Food may be the primary product of a restaurant, but most of the “manufacturing” is done right in the same place that offers the service. Workers are expected to be friendly and cheerful toward both the customer (guest) and their co-workers. They are expected to care about what happens to the customer. The product is really the guest experience, which is not easily measured, and all leadership functions have to be performed in conjunction with the customer. Also a very high level of flexibility, coordination, and communication among labor-intensive systems and processes must converge to create a positive guest experience. While continuing to make sure that all systems and processes are aligned to drive guest satisfaction, the leader must also assure that the operation makes a profit. Strategies for designing a process will be quite different depending on whether a service is being provided or a product is being manufactured and the degree of customer contact lies at the heart. The degree of customer contact in service organizations is higher because the customer takes an active role in the process itself. The level of contact is the extent to which the customer is present, involved, and receives personal attention during the service process. This contact, often referred to as the moment of truth, brings the customer and the service provider together. Therefore the leader must make sure that all employees are empowered to address customer needs in a real time basis because it is at that time customer attitudes about the quality of service are shaped. (Krajewski, L.J., Ritzman, L. P., & Malhotra, M. K., 2010) Many studies have proved a positive correlation between happy employees and happy, loyal customers. Leadership theories have long tried to explain the best ways leaders can facilitate a motivated, engaged workforce. For the purpose of my research I want to explore ways in which Spiritual Leadership in particular, impacts employee commitment and in turn customer satisfaction in a hospitality specific service setting. Duchon and Plowman (2005) investigated work unit spirituality and performance in a large hospital and found there is a relationship between the climate of work and its overall performance. Workplace spirituality is defined as a workplace that recognizes that...
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