Service Attitudes in Hotel and Restaurant Staff and Nurses

Abstract

It is commonly believed that service attitudes are more positive in the private than in the public sector of the service industry. The problems are addressed here. The aim of the project was to study service attitudes in hotel and restaurant staff compared to nurses in public hospitals. An instrument for measuring service attitudes, the Service Attitude Questionnaire (SAQ) was developed. This instrument aimed at measuring cognitive, emotional and behavioural aspects of service attitudes. A total of 62 respondents in the Stavanger region, Norway, completed the SAQ. The results indicated that service attitudes were more positive in the private (hotel and restaurant staff) than in the public sector (registered nurses). Hotel and restaurant staff scored higher (more positive service attitudes) on the cognitive, emotional and behavioural components of the SAQ.

Citation

Larsen, S. and Bastiansen, T. (1992), "Service Attitudes in Hotel and Restaurant Staff and Nurses", International Journal of Contemporary Hospitality Management, Vol. 4 No. 2. https://doi.org/10.1108/09596119210010457