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Frihet under ansvar: En kvalitativ studie om ansvarsdelegering och dess inverkan på hotellreceptionisters motivation
Linnaeus University, School of Business and Economics, Department of Organisation and Entrepreneurship.
Linnaeus University, School of Business and Economics, Department of Organisation and Entrepreneurship.
2017 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Freedom under responsibility : A qualitative study of delegation of responsibility and its impact on hotel receptionists motivation (English)
Abstract [sv]

Syfte: Studiens syfte är att skapa en förståelse för hotellreceptionisters upplevelser av ansvarsdelegering samt hur det påverkar deras motivation till att vilja göra det lilla extra i sin yrkesroll. Som ett led i detta vill vi även komma underfund med hur hotellchefer ser på ansvarsdelegering och hur de använder sig av det.

Metodik: En tvärsnittstudie inom hotell har tillämpats som undersökningsdesign med en induktiv ansats. Datan har producerats fram genom en kvalitativ metod där semi- strukturerade intervjuer har genomförts.

Slutsats: Hotellchefer använder sig främst av ansvarsdelegering för att skapa gästnöjdhet och hotellreceptionister vill ha befogenheter för att kunna tillgodose gästernas behov. Det finns en mängd faktorer som kommer att påverka utfallet av delegeringen så som feedback, matchning av person och uppgift samt att det finns rätt verktyg och kompetens. Mer ansvar bidrar till att hotellreceptionister blir motiverade till att göra ett gott arbete, under förutsättningen att ansvarsdelegeringen sker på rätt sätt. 

Abstract [en]

Purpose: The purpose of this study is to create an understanding of hotel receptionists experiences of delegation of responsibility and how it affects their motivation for wanting to go the extra mile in their professional capacity. As part of this, we also want to figure out how hotel managers look at delegating responsibilities and how they use it.

Methodology: A cross-sectional study of hotels has been used as a research design with an inductive approach. The data has been produced through a qualitative approach in which semi-structured interviews were conducted.

Conclusion: Hotel managers primarily use delegation of responsibility to create guest satisfaction and hotel receptionists want to have authority to satisfy the guests' needs. There are a lot of factors that will affect the outcome of the delegation such as feedback, the individuals willingnes to have more responsibility and having the right tools and competence. More responsibility contributes to more motivated hotel receptionists, under the premise that the delgetion of authority is done the right way. 

Place, publisher, year, edition, pages
2017. , p. 73
Keywords [sv]
Motivation, ansvarsdelegering, empowerment, handlingsfrihet, feedback, gästnöjdhet
National Category
Business Administration
Identifiers
URN: urn:nbn:se:lnu:diva-60048OAI: oai:DiVA.org:lnu-60048DiVA, id: diva2:1067506
Subject / course
Business Administration - Organization Leadership
Educational program
Tourism Management Programme, 180 credits
Supervisors
Examiners
Available from: 2017-02-03 Created: 2017-02-03Bibliographically approved

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CiteExportLink to record
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