Organisational Behaviour Tourism Industry Assignment

Introduction

Organizational Behaviour [OB] refers to the study of human behaviour within organizational settings. It emphasises on understanding the influence of individuals, groups and structures on the organisation; OB determines about the ways in which people interacts with each other and group as whole (Knights and Willmott, 2022). Organizational behaviour proves to be pivotal for improving organisation’s productivity specifically in context of tourism industry. OB enables tourism businesses to understand employee’s behaviour; specific focus has been implied on understanding emotional, social and psychological aspects shaping behaviour of people and accordingly actions are taken. This leads to boosts motivation among employees and improves their practices and this further leads to improve customer satisfaction to greater extent (Mullins, 2019). Effective focus on OB supports organizations in analysing how employee behaves in certain situations and accordingly, strategies related to employee engagement can be taken that significantly contributes in improving employee performance. 

The present essay aims to analyse organizational behaviour concepts, theories and framework in context of tourism sector. Practical example of organizations such as- Hilton, Emirates and Booking.Com will be given for strengthening analysis. Furthermore, objective of essay associates with demonstrating how effective management and people-focused strategies significantly contributes in employee engagement, operational success and innovation within global tourism sector.

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Main Body

Evolution of management practices

The management theory has evolved from 19^th to 20^th century; these theories create significant impact on organizational practices and shaping their productivity in positive manner. In 19^th century the core focus of theories was on improving organisational performance however, at present these theories emphasises on employee’s motivation and links it with organisational performance (Bratton and Bratton 2017). Classical management theory was introduced in late 19^th century; at that time mangers were interested in enhancing business productivity, reducing labor cost and enhancing quality of products. However, in 20^th century classical management theory focuses on organization and employees; the theory comprised with implementing effective structure, specialised role and leadership concept for improving organisation’s productivity. Hilton has adopted classical management theory and accordingly, organisation has implemented hierarchical structure that reduces chaos among employees and provides information them about their immediate superior and subordinate (Global Tourism Organizations, 2024). Leader’s focuses on enhancing productivity of employees by organising training and development programme and this lead to boots morals of members in organization (Bratton and Bratton 2017). Human Relations Theory of management has changed the whole scenarios within tourism companies as it led to adopting more flexible and person-centred model. This theory considers employees as human beings and focuses on their needs and wants beyond their job.

Emirates have incorporated this theory and consequently, organization focuses on organising monetary rewards, ensures appreciation and provides career development opportunities to employees (Global Tourism Organizations, 2024). This led to foster employee motivation to greater extent and motivates them to perform their practices in productive way (du Gay and Vikkelsø 2016). As a result, this improves operational efficiency and promotes employee empowerment in business. However, diverse needs of employees create challenges for organization in integrating management theories. Therefore, tourism companies focuses on implementing leadership so that leaders can interact with employees and analyse their preferences and consequently, decisions are taken and support is ensured to employees.

Current theories and concepts in organisational behaviour

Modern leadership theories comprehend with range aspects and it enables managers to adopt diverse and fast-paced tourism environments. Situational leadership style explicated as that style when leader adopts suitable style that meets situational requirement; in tourism industry situational leadership has been widely adopted as this enable leader to assess unique situations and accordingly, appropriate steps are taken in consideration (King and Lawley, 2022). This style is highly essential for meeting diverse and fast-paced needs within tourism environment such as airport teams and cruise ships. Business environment in dynamic in nature and therefore, varied changes occurs and this significantly impacts operations of tourism businesses. In such condition, it is important for managers to adopt such leadership style that meets situational requirements. Situational leadership style provides higher flexibility to managers; for instance- if there is an emergency at cruise ship then in such situation manager can adopt autocratic style and takes frequent decision. On the other hand, if there is need to organise training programmes for airport teams then manager can adopt democratic style and accordingly, an open communication could be promoted and opinion of all team members can be considered before organising training (Bertassini et al, 2021). This leads to boost motivation among employees and enhances their productivity to greater extent. Hence, situational leadership style boosts adaptability and flexibility which enable leaders to meet diverse needs while improving employee engagement within organization. It plays significant role in navigating complex situation by improving employee engagement within tourism settings.

Blanchard & Hersey’s Situational Leadership theory depicts that a leader should change their behavioural pattern in accordance with the situation; this theory prioritise the situation and accordingly, specific emphasis is implied on adopting leadership style. Key principles of Blanchard & Hersey’s Situational leadership are communication, flexibility, adaptability, improving team performance, self-awareness and assessing team member readiness (Calderon et al, 2023). Situational leaders are accountable for implementing consistent communication with team members and individuals are made aware about dynamic environment and requirement for adopting a specific change. Flexibility is at the forefront of situational leadership style as leaders needs to be flexible so they can adopt appropriate style that meets requirement of situation (Calderon et al, 2023). Flexibility enables managers to take appropriate approach for meeting needs of diverse environment and adaptability improves capabilities of leader in adopting frequent changes. Thus, there is no doubt in depicting that situational leadership provides significant framework to leaders so they can effectively adopt new changes and meets needs and requirement of situation.

In tourism organizations consistent changes occurs due to fast-paced tourism trends and situational leader takes actions after analysing the trends and accordingly, such decisions are taken that assures wider benefits. This results in improving team performance to greater extent and boosts team member’s morals as well; situational leader also prioritise employees needs and this creates higher motivation among employees (Boukarras et al, 2022). Situational leader has effective self-awareness capabilities and they are aware about their strengths and weaknesses and accordingly, leader takes actions. The prior motive of situational leader is to analyse readiness of team members and consistent guidance and supports is ensured to team members so they can effectively adopt new changes without facing any kind of issues. Hence, this can be said that situational leadership style ensures flexibility to mangers and enables them to adopt effective leadership style.

Personality, individual differences and motivations

Personality traits develop significant impact on teamwork and communication within tourism roles. These traits impacts individual’s choices and shapes their purchasing decision related to selecting travel destinations, companions and activities. Tour guides act as an effective connection between different departments and enables tourism organizations to connect with each other; if tour guide has extraversion trait then they consistently collaborate with team and provides them appropriate information regarding each action and aspect. In order to enhance collaboration among different teams it is crucial that tour guides must ensure consistent interaction with them (Novitasari, Asbari and Purwanto, 2022). Personality trait of Hotel staff also plays pivotal role in enhancing team performance and collaboration in tourism companies. Hotel staff requires be helpful, gentle, generous and supportive. These traits led to create positive impact on customers and further improve collaboration among team members; hotel staff needs to show significant empathy towards consumer and for this they need to assure effective communication with each other (Novitasari, Asbari and Purwanto, 2022). Similarly, cabin crew members should be honest and they must have openness trait so they can share everything with team members and accordingly effective collaboration among team members could be implemented.

Maslow’s theory is integrated in tourism organizations such as- Hilton for promoting\g employee engagement to greater extent. This theory emphasise on five important needs- physiological, safety, social, esteem, and self-actualization (Global Tourism Organizations, 2024). Tourism companies focuses on these five needs of employees and boosts their motivation. For example- salaries are provided for meeting physiological needs, safe and inclusive environment is developed for fulfilling safety needs. Interaction with colleagues meets social needs and esteem is enhanced by providing greater opportunities to employees (Loureiro, Guerreiro and Han, 2022). When all of these needs are met then, this leads to 'fulfill' self- actualization needs of employees. This leads to boosts morals of employees and improves their satisfaction to greater extent. On the other hand, Herzberg's theory focuses on recognition and achievement aspects as major factors of motivation. Employees in the organization seeks for such opportunities that increase their position and salaries further, recognition and achievement creates sense of belongingness among employees and fosters their satisfaction to greater extent. For example- Booking.Com focuses on appreciating employees and their achievements are celebrated; further, monetary incentives are provided to employees (Ribeiro et al, 2022). In this manner, significant support has been assured employees and their engagement is enhanced to greater extent.

McClelland's theory of motivation emphasises on three aspects of motivation and those are needs for achievement, affiliation and power. These needs are developed in employees through their life experiences and these should be ful-filled. Emirates integrate this theory and opportunities for gaining achievement are given to employees (Wood, Eid and Agag, 2021). Affiliation is comprised with developing effective interaction at the workplace and therefore, social opportunities are given to employees. Moreover, promotion enables employees to enjoy power and increases their engagement to greater extent. Hence, integration of motivational theories creates significant support for tourism organisations and improves employee engagement to greater extent.

The concept of learning organisation

Learning organization refers to that concept through which tourism organisations focuses on personal, professional and knowledge transfer. In organizations learning has been encouraged as the fundamental part of culture and consequently, employee’s knowledge has been enhanced to greater extent. Learning culture proves to be pivotal for varied reasons; this leads to contribute in improving productivity of employees and further provides career developmental opportunities to them (Cham et al, 2022). In this manner, significant support is ensured to employees and their motivation has been increased to greater extent. In context of tourism, learning organization is highly important as it develops a culture of growth and employees get significant opportunities to develop themselves. - Booking. Com and Carnival Cruises organizes consistent staff training programmes for enhancing knowledge and practices of employees. Booking.Com focuses on implementing consistent interaction with team members and by undertaking one by one interaction needs and preferences of team members are analysed (Cham et al, 2022). On the basis of needs and preferences of team members appropriate decisions related to training sessions are taken.

Carnival Cruises organises educational workshops for employees so they can learn about the ways through which their practices could be enhanced on greater extent. Tourism organizations focus on adopting varied strategies and foster learning culture within businesses. Leveraging technology, organising training programmes, developing educational workshops and feedback mechanism are integrated for fostering employees learning. Learning culture leads to create positive impact on employee performance and enables them to perform their practices in effective manner (Khan et al, 2021). When employees perform their practices effectively then this significantly leads to enhance consumer satisfaction to greater extent and increases customer retention rate.

Organisational culture and structure

Organizational culture determines about the core belief, values and morals of company that influences employee behaviour to greater extent. On the other hand, organizational structure determines about systems that specifies how activities are allocated, coordinated and supervised. Both; organization culture and structure creates significant impact on leadership and employee behaviour. Organizational culture determines about the values of business and accordingly, leader adopts significant style (Ntalakos Belias and Tsigilis, 2022). For example- Marriot believes in valuing employee morals and provides them authority to take decision to some extent. This culture has been guiding servant leadership style in the organization; this culture creates positive impact on employee motivation and accordingly, increases their engagement to greater extent. Organizational structure clears roles and responsibilities of employee and makes them aware about their activities. EasyJet follows hierarchical structure and this led to guide employees about their immediate superiors and subordinate. The roles and responsibilities are clear in the mind of employees which reduces confusion and further promotes their practices in effective manner (Ntalakos Belias and Tsigilis, 2022). Organization with hierarchical structure follows bureaucratic leadership style and accordingly, guides employee regarding their roles and responsibilities.

In accordance with Schein’s concept of leadership continuum understanding organization’s culture is pivotal for implementing appropriate leadership style. Lack of understanding in this area can act as a significant barrier in undertaking decision-making. Culture leads to create significant impact on decision-making process of organization and therefore, it is important to imply significant focus on this area. As per McGregor’s Theory X/Y; X focuses on the significance of external rewards, penalties and heightened supervision. On the other hand, Y focuses on motivating employees and improving their job role and satisfaction to greater extent (Cong and Thu, 2021). When the culture focuses on X factor that autocratic leadership style is implemented in the tourism organization and strict controlling has been undertaken. Conversely, when Y factor focused out then democratic and transformational leadership styles are implemented as these styles significantly focuses on employee motivation. Organizational culture creates major impact on leadership style and based on culture, leaders integrates appropriate style within tourism sector. Henceforth, there is no doubt in depicting that organizational culture plays pivotal role in impacting leadership style and employee motivation within organization (Hoang, Yang and Luu, 2023). It is important to have significant understanding related to organizational culture as it supports in adopting effective leadership style and improves employee morals to greater extent.

Globalisation and a diverse workforce

Globalisation creates significant impact on communication, motivation and leadership aspect within global tourism companies. Globalisation creates opportunities for promoting diverse cultural communication and this leads to boost motivation among employees and enhance their motivation to greater extent. Airbnb is one of the leading global tourism organizations; the company has been effectively focusing on promoting an inclusive communication and this ensures equal opportunities to all employees so they can effectively share about their opinions (Cave et al, 2022). Hence, there is no doubt in depicting that globalization has been creating positive impact on communication procedure by promoting an inclusive culture within company. In context of motivation this can be said that; globalisation lead to open varied opportunities for employees through integrating technology. This leads to create huge motivation among employees and improves their performance to greater extent. Tourism organizations such as- Emirates works in global environment and dynamic business environment creates varied hurdles for business and due to this implication of varied strategies has been done (Kimbu et al, 2021). In such situation a leader needs to adopt appropriate style that meets with requirement of situation; Emirates follows situational leadership style and this creates huge support for business and consequently, appropriate decisions are taken.

Labour mobility determined as the movement of individual from one place to another for employment purpose. This creates significant impact on tourism industry as individuals travels from on place to another in search of employment and tourism organizations approaches these individuals. It leads to increase manpower in the organization and contributes in higher productivity of the business (Mai, Do and Phan, 2022). However, there are certain barriers creates negative impact such as- cultural differences, language barriers and skills gaps. Individuals belong from different background and this creates issues while settling in new environment. Language barrier impacts the ability to learn new things and drastically contributes in skills gap. Therefore, it is highly crucial for tourism organizations to ensure focus on this area and diverse culture and teams should be promoted. Diversity results in developing an inclusive environment in organization and focuses on diverse needs of employees that belong from different background. This kind of environment focuses on respecting employee’s culture and this leads to boosts their motivation to greater extent (Mai, Do and Phan, 2022). Global tourism organization should promote diverse environment by organising training and development, language assistance programme and valuing belief and culture of employees belonging from different background. Embracing diversity supports in achieving larger market share and improves practices within tourism businesses. It leads to develop effective image of the company at international level and attracts wider number of consumers. Hence, there is no doubt in depicting that encouraging diversity leads to creates significant opportunities for tourism businesses and develops effective reputation in market.

Conclusion

Conclusively; this can be said that organizational behaviour proves to be an essential aspect in tourism organization; it enables leaders to take appropriate actions aligns with enhancing employee engagement and productivity. An effective understanding related to organizational behaviour enables managers to understand the behavioural pattern of employees along with assessing aspects that creates positive and negative impacts on employee’s motivation. Contemporary management practices drives growth of business and improves services within tourism sectors. It is important for organizations to integrate appropriate management theories that improve employee’s morals and tourism practices. From the essay it has been evident that situational leadership style is widely used in tourism companies and this is leading to ensure higher flexibility and adaptability within business. Organizational culture and structure creates significant impact on leadership style and decision-making abilities. Therefore, it is important for tourism companies to understand the aspects related to organizational culture and consequently, appropriate steps are implemented for enhancing employee satisfaction and morals. Future tourism professionals can learn from these insights and accordingly, significant focus must be implied on understanding organizational culture, structure, management theories and leadership aspects. This leads to create significant support for tourism companies sand appropriate decision can be undertaken while promoting diversity

References

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Online

Global Tourism Organizations, 2024. Online. Available through: < https://www.unwto.org/>