RETHINKING HOSPITALITY; THE NEED FOR A NEW ORGANIZATIONAL CULTURE IN THE HOTEL SECTOR

Abstract

The study examines the effect of the hotel sector on the creation of a new organizational culture. The aim of the study is to check the hotel industry initiatives to ensure the creation of a new total quality management focused organizational culture. Hotel industry of Pakistan needs to create new quality focused organizational culture wherein the aim is to have customer satisfaction, continuous improvement, and total employee commitment. The study adopts quantitative methodology to collect data through adapted questionnaire. Population was 15 hotels of Lahore, Islamabad, and Peshawar wherein 304 respondents were taken as sample from hotel industry of Pakistan. Data was analyzed through SPSS and Smart-PLS latest versions. Data revealed that there is a positive significant direct relationship between hotels and the creation of new organizational culture. Based on the findings, it is suggested that the management may work out policies for raising the innovative reforms concerning quality and reducing resistance to change. Limitations of the study and future calls are also part of the study.