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"Schwarz gegen Weiß": Intraorganisationale Konflikte in der Hotellerie und Gastronomie by Stammen, Carsten M.

"Schwarz gegen Weiß": Intraorganisationale Konflikte in der Hotellerie und Gastronomie

by Carsten M. Stammen
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Book cover type: Paperback
  • ISBN13: 9783838628387
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Diplom.de
  • Publisher Imprint: Diplom.de
  • Publication Date:
  • Pages: 212
  • Original Price: GBP 112.9
  • Language: German
  • Edition: N/A
  • Item Weight: 282 grams
  • BISAC Subject(s): Management

Inhaltsangabe: Einleitung: In der Hotellerie und Gastronomie haben Kontroversen zwischen den Abteilungen Küche und Service eine gewisse Art von Tradition; sie kommen also häufig und regelmä ig im gastgewerblichen Arbeitsalltag vor. Die vorliegende Diplomarbeit untersucht, welche Hintergründe und Ursachen diese Konflikte haben, wie sie sich konkret darstellen, welche Konsequenzen sie nach sich ziehen, und schlägt ein Konzept der systematischen Organisations- und Personalentwicklung vor, das an den Konfliktursachen ansetzt. Argumentationsbasis ist dabei die These, dass intraorganisationale Konflikte in der Hotellerie und Gastronomie sich dysfunktional hinsichtlich des definierten Ziels gastgewerblicher Tätigkeit verhalten: der Gästezufriedenheit zwecks langfristiger Ertragssteigerung. Das theoretische Fundament der Argumentationslinie bilden zwei sachliche Schwerpunkte: Dienstleistungsqualität und Organisation in der Hotellerie. In einem Praxisteil werden anhand von empirischen Fallstudien Konflikte zwischen den Abteilungen Küche und Service analysiert und ihre Ursachen kategorisiert nach strukturellen, interpersonellen, intrapersonellen und situativen Faktoren. Konflikte generieren Stress, der in einer Kausalkette über Unzufriedenheit beim Dienstleister und konsequent beim Gast zu betriebswirtschaftlich wahrnehmbaren Qualitätseinbu en führt. Den Konfliktursachen werden verschiedene Organisations- und Personalentwicklungsma nahmen entgegengesetzt, um die Leistungsqualität zu erhöhen und den Zielwiderspruch aufzulösen. Inhaltsverzeichnis: Inhaltsverzeichnis: Verzeichnis des InhaltsI AbbildungsverzeichnisVI AbkürzungsverzeichnisVII 1.Abgrenzung der Themenstellung1 2.Sinngebung und Zielsetzung im gastgewerblichen Tätigkeitsbereich3 2.1Begriff der Dienstleistung3 2.1.1Definition und Verständnis3 2.1.2Dienstleistungsqualität5 2.2Dienstleistung und Gastgewerbe8 2.2.1Struktur des Gastgewerbes9 2.2.2Merkmale der gastgewerblichen Dienstleistung11 2.2.3Ziele de

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