Abstract
What are the most relevant organizational changes that are taking place in hotels? This longitudinal research on the Rimini case investigates the issues pertaining to the trajectories of development of family hotels and their organizational change. In order to understand the actual dynamics of entrepreneurship development and the organizational choices implemented by the hospitality industry in Rimini, an ambitious research project is being conducted. This paper presents the preliminary results emerging from a quantitative survey and from qualitative interviews, in order to depict the evolutionary paths, the dynamics of generational shift and organizational changes that have been taking place in Rimini hotels for more than sixty years. The result is a unique picture, rich in details and evidences, of one of the most important cases of hospitality management in the world.
Riferimenti bibliografici
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Barbini, F.M., Battilani, P., & Savioli, M. (2015). Papa (and Mama) Do Preach: Successful Intergenerational Transmission in a Mature Tourism Destination. Proceedings of the EIASM International Conference on Tourism Management and Tourism Related Issues, 1.
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Battilani, P., & Fauri, F. (2009). The rise of a service-based economy and its transformation: seaside tourism and the case of Rimini, Journal of Tourism History, 1(1), 27-48. doi:10.1080/17551820902742756
Becker, C. (1996). Implementing the intangibles: a total quality approach for hospitality service providers. In M. Olsen et al. (Eds), Service Quality in Hospitality Operations. London, England: Cassell.
Benavides-Velasco, C.A, Quintana-García, C., & Marchante-Lara, M. (2014). Total quality management, corporate social responsibility and performance in the hotel industry. International Journal of Hospitality Management, 41, 77–87. doi:10.1016/j.ijhm.2014.05.003.
Boella, M.J. (1988). Human resource management in the hotel and catering industry. Cheltenham, England: Stanley Thornes.
Blum, S.C. (1996). Organizational trend analysis of the hospitality industry: preparing for change. International Journal of Contemporary Hospitality Management, 8(7), 20-32. doi:10.1108/09596119610152023
Burns, J.M. (1978) Leadership. New York, NY: Harper.
Calori, R., Baden-Fuller, C., & Hunt, B. (2000). Managing change at Novotel: Back to the future. Long Range Planning, 33(6), 779–804. doi:10.1016/S0024-6301(00)00090-X
Camisón, C. (1996). Total quality management in hospitality: an application of the EFQM model. Tourism Management, 17(3), 191-201. doi:10.1016/0261-5177(96)00006-4
Choy, D.J.L. (1995). The quality of tourism employment. Tourism Management, 16(2), 129-137. doi:10.1016/0261-5177(94)00023-4
Christensen Hughes, J., & Rog, E. (2008). Talent management: A strategy for improving employee recruitment, retention and engagement within hospitality organizations. International Journal of Contemporary Hospitality Management, 20(7), 743-757. doi:10.1108/09596110810899086
Decker, S., Kipping, M., & Wadhwani, D. (2015). New business histories! Plurality in business history research methods. Business History, 57(1), 30-40. doi:10.1080/00076791.2014.977870
Dhar, R.L. (2015). Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management, 46, 419-430. doi:10.1016/j.tourman.2014.08.001
DiMaggio, P.J., & Powell, W.W. (1983). The iron cage revisited. Institutional isomorphism and collective rationality in organizational fields. American Sociological Review, 48, 147-160.
Dotty, D.H., & Glick, W.H. (1994). Typologies as a unique form of theory building: Toward improved understanding and modeling. Academy of Management Review, 19(2), 230-251.
Enz, C.A., & Siguaw, J. (2000). Best practices in human resources. The Cornell Hotel and Restaurant Administration Quarterly, 41(1), 48-61.
Espino-Rodrìguez, T.F., & Gil-Padilla, A.M. (2015). The structural and infrastructural decisions of operations management in the hotel sector and their impact on organizational performance. Tourism and Hospitality Research, 15(1), 3-18.
doi:10.1177/1467358414553866
Fraj, E., Matute, J. & Melero, I. (2015). Environmental strategies and organizational competitiveness in the hotel industry: The role of learning and innovation as determinants of environmental success. Tourism Management, 46, 30-42. doi:10.1016/j.tourman.2014.05.009
Getz, D., & Carlsen, J. (2000). Characteristics and goals of family and owner-operated businesses in the rural tourism and hospitality sectors. Tourism Management, 21, 547-560. doi:10.1016/S0261-5177(00)00004-2
Getz, D., & Carlsen J. (2005). Family business in tourism: State of the art. Annals of Tourism Research, 32(1), 237-258. doi:10.1016/j.annals.2004.07.006
Getz, D., Carlsen, J. & Morrison, A. (2004). The family business in tourism and hospitality. Wallingford, England: CABI.
Gonzalez, R., Llopis, J. & Gasco, J. (2011). What do we know about outsourcing in hotels?. Service Industries Journal, 31(10), 1669-1682. doi:10.1080/02642069.2010.485638
Guest, G., MacQueen, K.M., & Namey, E.E. (2012). Applied thematic analysis. London: England: SAGE.
Harrington, R.J., & Ottenbacher, M. (2008). Resource allocation decisions and organizational structure. In M. Olsen & J. Zhao (Eds.). Handbook of Hospitality Strategic Management (pp. 235-264). Oxford, England: Butterworth-Heinemann.
Hemmington, N., & King, C. (2000). Key dimensions of outsourcing hotel food and beverage services. International Journal of Contemporary Hospitality Management, 12(4), 256-261. doi:10.1108/09596110010330831
Jones, P. (1999). Operational issues and trends in the hospitality industry. Hospitality Management, 18, 427-442. doi:10.1016/S0278-4319(99)00047-X
Kelliher, C., & Johnson, K. (1997). Personnel management in hotels – An update: A move to human resource management?. Progress in Tourism and Hospitality Research, 3(4), 321-331. doi:10.1002/(SICI)1099-1603(199712)3:4<321::AID-PTH109>3.0.CO;2-B
Kieser, A. (1994). Why organization theory needs historical analyses – and how this should be performed. Organization Science, 5(4), 608-620. doi:10.1287/orsc.5.4.608
Kipping, M., & Üsdiken, B. (2014). History in organization and management theory: more than meets the eye. Academy of Management Annals, 8(1), 535–588. doi:10.1080/19416520.2014.911579
Kusluvan, S., Kusluvan, Z., Ilhan, I., & Buyruk, L. (2010) The human dimension: A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51(2), 171-214. doi:10.1177/1938965510362871
Lamminmaki, D. (2011). An examination of factors motivating hotel outsourcing. International Journal of Hospitality Management, 30(4), 963-973. doi:10.1016/j.ijhm.2010.10.010
Lee, J.H, & Ok, C.M.. (2015). Hotel employee work engagement and its consequences. Journal of Hospitality Marketing & Management, 00, 1-34. doi:10.1080/19368623.2014.994154
Lesur, J.M. (2005). Les hotel de Paris: de l’auberge au palace, XIXe-XXe siécles. Paris, France: Editions Alphil.
Maggi, B. (2003) De l’agir organisationnel. Un point de vue sur le travail, le bien-être, l’apprentissage. Toulouse, France: Octarès Éditions.
Maggi, B. (2013). Storie di imprese e storia dell’impresa. In G. Masino, & Maggi B. (eds.), Storie di imprese (pp. 1-23). Bologna: TAO Digital Library.
Maggi, B. (2015). Nota sulla teoria e sul metodo. In G. Masino (Ed.), Dibattito su Storie di imprese (pp.75-81). Bologna: TAO Digital Library.
March, L., & Fugazi, R. (2002). Applications of business process redesign in hotel daily operations. Journal of Quality Assurance in Hospitality & Tourism, 3(1-2), 19-33. doi: 10.1300/J162v03n01_02
March, J.G., & Simon, H.A. (1958/1993). Organizations. New York, NY: Wiley.
Miller, J.E., Walker, J.R., & Drummond, K.E. (2007). Supervision in the hospitality industry: Applied human resources. Hoboken, NJ: John Wiley & Sons.
Mullins, L.J. (2001) Hospitality management and organizational behaviour. Harlow, England: Pearson Education.
Mullins, L.J., & Davies, I. (1991). What makes for an effective hotel manager?. International Journal of Contemporary Hospitality Management, 3(1), 22-25. doi:10.1108/09596119110003960
Mulvaney, R.H., O’Neill, J.W., Cleveland, J.N., & Crouter, A.C. (2005). A model of work-family dynamics of hotel managers. Annals of Tourism Research, 34(1), 66-87. doi:10.1016/j.annals.2006.07.002
Nankervis, A., & Debrah, Y. (1995). Human resource management in hotels: A comparative study. Tourism Management, 16(7), 507-513. doi:10.1016/0261-5177(95)00068-Y
Nebel, E.C., Rutherford, D., & Schaffer, J.D. (1994). Reengineering the hotel organization. The Cornell Hotel and Restaurant Administration Quarterly, 35(5), 88-95. doi:10.1177/001088049403500520
Olsen, M.D., & Connolly, D.J. (2000). Experience-based travel: How technology is changing the hospitality industry, The Cornell Hotel and Restaurant Administration Quarterly, 41(1): 30-40. doi: 10.1016/S0010-8804(00)88883-7
Olsen, D.H. (2010). Pilgrims, tourists and Max Weber’s “ideal types”. Annals of Tourism Research, 37(3), 848-851. doi:10.1016/j.annals.2010.02.002
Orly, C. (1988). Quality circles in France: Accor’s experiment in self-management. The Cornell Hotel and Restaurant Administration Quarterly, 29(3), 50-57.
Peters, M., & Buhalis, D. (2004). Family hotel businesses: Strategic planning and the need for education and training. Education+Training, 46(8/9), 406-415. doi:10.1108/00400910410569524
Pine II, B. J., & Gilmore, J. H. (1999). The experience economy. Boston, MA: Harvard Business School Press.
Richards, G., & Wilson, J. (2006). Developing creativity in tourist experiences: A solution to the serial reproduction of culture?. Tourism Management, 27, 1209-1223. doi:10.1016/j.tourman.2005.06.002
Rutherford, D.G., & O’Fallon, M.J. (Eds.). (2007). Hotel management and operations. Hoboken, NJ: John Wiley & Sons.
Weber, M. (1922). Gesammelte aufsätze zur wissenschaftslehre.
Tübingen, Germany: Mohr; (1949) English edition, The methodology of the social sciences. Glancoe, Scotland: The Free Press.
Weick, K.E. (1979). The social psychology of organizing. Reading, Englan: Addison Wesley; (1997) Italian edition, Organizzare. La psicologia sociale dei processi organizzativi. Torino: Isedi.
Witt, C.A., & Muhlemann, A.P. (1994). The implementation of total quality management in tourism: Some guidelines. Tourism Management, 15(6), 416-424. doi:10.1016/0261-5177(94)90062-0
Woods, R., & King, J. (2002). Leadership and management in the hospitality industry. East Lansing, MI: Educational Institute of the American Hotel and Lodging Association.
Zanini, A. (2011), L’evoluzione di un family business fra tradizione e innovazione: gli Alberghi Fioroni a Genova (1897-1939). In P. Battilani (Ed.), Storia del turismo. Le Imprese. Milano: FrancoAngeli.
Barbini, F.M., Battilani, P., & Savioli, M. (2015). Papa (and Mama) Do Preach: Successful Intergenerational Transmission in a Mature Tourism Destination. Proceedings of the EIASM International Conference on Tourism Management and Tourism Related Issues, 1.
Bass, B.M. (1999). Two decades of research and development in transformational leadership. European Journal of Work and Organizational Psychology, 8(1), 9-32. doi:10.1080/135943299398410
Battilani, P., 2002, Ascesa, crisi e riorientamento del turismo. In V. Negri Zamagni (Ed.), Sviluppo economico e trasformazioni sociali a Rimini nel secondo Novecento (pp.117-172). Rimini, Italy: Capitani.
Battilani, P. (2011). I modelli culturali ed economici del turismo europeo. In M.G. Margarito, M. Hédiard & N. Celotti (Eds.), La comunicazione turistica: lingue, culture e istituzioni a confronto (pp.75-99). Torino, Italy: Edizioni Libreria Cotina.
Battilani, P., & Fauri, F. (2009). The rise of a service-based economy and its transformation: seaside tourism and the case of Rimini, Journal of Tourism History, 1(1), 27-48. doi:10.1080/17551820902742756
Becker, C. (1996). Implementing the intangibles: a total quality approach for hospitality service providers. In M. Olsen et al. (Eds), Service Quality in Hospitality Operations. London, England: Cassell.
Benavides-Velasco, C.A, Quintana-García, C., & Marchante-Lara, M. (2014). Total quality management, corporate social responsibility and performance in the hotel industry. International Journal of Hospitality Management, 41, 77–87. doi:10.1016/j.ijhm.2014.05.003.
Boella, M.J. (1988). Human resource management in the hotel and catering industry. Cheltenham, England: Stanley Thornes.
Blum, S.C. (1996). Organizational trend analysis of the hospitality industry: preparing for change. International Journal of Contemporary Hospitality Management, 8(7), 20-32. doi:10.1108/09596119610152023
Burns, J.M. (1978) Leadership. New York, NY: Harper.
Calori, R., Baden-Fuller, C., & Hunt, B. (2000). Managing change at Novotel: Back to the future. Long Range Planning, 33(6), 779–804. doi:10.1016/S0024-6301(00)00090-X
Camisón, C. (1996). Total quality management in hospitality: an application of the EFQM model. Tourism Management, 17(3), 191-201. doi:10.1016/0261-5177(96)00006-4
Choy, D.J.L. (1995). The quality of tourism employment. Tourism Management, 16(2), 129-137. doi:10.1016/0261-5177(94)00023-4
Christensen Hughes, J., & Rog, E. (2008). Talent management: A strategy for improving employee recruitment, retention and engagement within hospitality organizations. International Journal of Contemporary Hospitality Management, 20(7), 743-757. doi:10.1108/09596110810899086
Decker, S., Kipping, M., & Wadhwani, D. (2015). New business histories! Plurality in business history research methods. Business History, 57(1), 30-40. doi:10.1080/00076791.2014.977870
Dhar, R.L. (2015). Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management, 46, 419-430. doi:10.1016/j.tourman.2014.08.001
DiMaggio, P.J., & Powell, W.W. (1983). The iron cage revisited. Institutional isomorphism and collective rationality in organizational fields. American Sociological Review, 48, 147-160.
Dotty, D.H., & Glick, W.H. (1994). Typologies as a unique form of theory building: Toward improved understanding and modeling. Academy of Management Review, 19(2), 230-251.
Enz, C.A., & Siguaw, J. (2000). Best practices in human resources. The Cornell Hotel and Restaurant Administration Quarterly, 41(1), 48-61.
Espino-Rodrìguez, T.F., & Gil-Padilla, A.M. (2015). The structural and infrastructural decisions of operations management in the hotel sector and their impact on organizational performance. Tourism and Hospitality Research, 15(1), 3-18.
doi:10.1177/1467358414553866
Fraj, E., Matute, J. & Melero, I. (2015). Environmental strategies and organizational competitiveness in the hotel industry: The role of learning and innovation as determinants of environmental success. Tourism Management, 46, 30-42. doi:10.1016/j.tourman.2014.05.009
Getz, D., & Carlsen, J. (2000). Characteristics and goals of family and owner-operated businesses in the rural tourism and hospitality sectors. Tourism Management, 21, 547-560. doi:10.1016/S0261-5177(00)00004-2
Getz, D., & Carlsen J. (2005). Family business in tourism: State of the art. Annals of Tourism Research, 32(1), 237-258. doi:10.1016/j.annals.2004.07.006
Getz, D., Carlsen, J. & Morrison, A. (2004). The family business in tourism and hospitality. Wallingford, England: CABI.
Gonzalez, R., Llopis, J. & Gasco, J. (2011). What do we know about outsourcing in hotels?. Service Industries Journal, 31(10), 1669-1682. doi:10.1080/02642069.2010.485638
Guest, G., MacQueen, K.M., & Namey, E.E. (2012). Applied thematic analysis. London: England: SAGE.
Harrington, R.J., & Ottenbacher, M. (2008). Resource allocation decisions and organizational structure. In M. Olsen & J. Zhao (Eds.). Handbook of Hospitality Strategic Management (pp. 235-264). Oxford, England: Butterworth-Heinemann.
Hemmington, N., & King, C. (2000). Key dimensions of outsourcing hotel food and beverage services. International Journal of Contemporary Hospitality Management, 12(4), 256-261. doi:10.1108/09596110010330831
Jones, P. (1999). Operational issues and trends in the hospitality industry. Hospitality Management, 18, 427-442. doi:10.1016/S0278-4319(99)00047-X
Kelliher, C., & Johnson, K. (1997). Personnel management in hotels – An update: A move to human resource management?. Progress in Tourism and Hospitality Research, 3(4), 321-331. doi:10.1002/(SICI)1099-1603(199712)3:4<321::AID-PTH109>3.0.CO;2-B
Kieser, A. (1994). Why organization theory needs historical analyses – and how this should be performed. Organization Science, 5(4), 608-620. doi:10.1287/orsc.5.4.608
Kipping, M., & Üsdiken, B. (2014). History in organization and management theory: more than meets the eye. Academy of Management Annals, 8(1), 535–588. doi:10.1080/19416520.2014.911579
Kusluvan, S., Kusluvan, Z., Ilhan, I., & Buyruk, L. (2010) The human dimension: A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51(2), 171-214. doi:10.1177/1938965510362871
Lamminmaki, D. (2011). An examination of factors motivating hotel outsourcing. International Journal of Hospitality Management, 30(4), 963-973. doi:10.1016/j.ijhm.2010.10.010
Lee, J.H, & Ok, C.M.. (2015). Hotel employee work engagement and its consequences. Journal of Hospitality Marketing & Management, 00, 1-34. doi:10.1080/19368623.2014.994154
Lesur, J.M. (2005). Les hotel de Paris: de l’auberge au palace, XIXe-XXe siécles. Paris, France: Editions Alphil.
Maggi, B. (2003) De l’agir organisationnel. Un point de vue sur le travail, le bien-être, l’apprentissage. Toulouse, France: Octarès Éditions.
Maggi, B. (2013). Storie di imprese e storia dell’impresa. In G. Masino, & Maggi B. (eds.), Storie di imprese (pp. 1-23). Bologna: TAO Digital Library.
Maggi, B. (2015). Nota sulla teoria e sul metodo. In G. Masino (Ed.), Dibattito su Storie di imprese (pp.75-81). Bologna: TAO Digital Library.
March, L., & Fugazi, R. (2002). Applications of business process redesign in hotel daily operations. Journal of Quality Assurance in Hospitality & Tourism, 3(1-2), 19-33. doi: 10.1300/J162v03n01_02
March, J.G., & Simon, H.A. (1958/1993). Organizations. New York, NY: Wiley.
Miller, J.E., Walker, J.R., & Drummond, K.E. (2007). Supervision in the hospitality industry: Applied human resources. Hoboken, NJ: John Wiley & Sons.
Mullins, L.J. (2001) Hospitality management and organizational behaviour. Harlow, England: Pearson Education.
Mullins, L.J., & Davies, I. (1991). What makes for an effective hotel manager?. International Journal of Contemporary Hospitality Management, 3(1), 22-25. doi:10.1108/09596119110003960
Mulvaney, R.H., O’Neill, J.W., Cleveland, J.N., & Crouter, A.C. (2005). A model of work-family dynamics of hotel managers. Annals of Tourism Research, 34(1), 66-87. doi:10.1016/j.annals.2006.07.002
Nankervis, A., & Debrah, Y. (1995). Human resource management in hotels: A comparative study. Tourism Management, 16(7), 507-513. doi:10.1016/0261-5177(95)00068-Y
Nebel, E.C., Rutherford, D., & Schaffer, J.D. (1994). Reengineering the hotel organization. The Cornell Hotel and Restaurant Administration Quarterly, 35(5), 88-95. doi:10.1177/001088049403500520
Olsen, M.D., & Connolly, D.J. (2000). Experience-based travel: How technology is changing the hospitality industry, The Cornell Hotel and Restaurant Administration Quarterly, 41(1): 30-40. doi: 10.1016/S0010-8804(00)88883-7
Olsen, D.H. (2010). Pilgrims, tourists and Max Weber’s “ideal types”. Annals of Tourism Research, 37(3), 848-851. doi:10.1016/j.annals.2010.02.002
Orly, C. (1988). Quality circles in France: Accor’s experiment in self-management. The Cornell Hotel and Restaurant Administration Quarterly, 29(3), 50-57.
Peters, M., & Buhalis, D. (2004). Family hotel businesses: Strategic planning and the need for education and training. Education+Training, 46(8/9), 406-415. doi:10.1108/00400910410569524
Pine II, B. J., & Gilmore, J. H. (1999). The experience economy. Boston, MA: Harvard Business School Press.
Richards, G., & Wilson, J. (2006). Developing creativity in tourist experiences: A solution to the serial reproduction of culture?. Tourism Management, 27, 1209-1223. doi:10.1016/j.tourman.2005.06.002
Rutherford, D.G., & O’Fallon, M.J. (Eds.). (2007). Hotel management and operations. Hoboken, NJ: John Wiley & Sons.
Weber, M. (1922). Gesammelte aufsätze zur wissenschaftslehre.
Tübingen, Germany: Mohr; (1949) English edition, The methodology of the social sciences. Glancoe, Scotland: The Free Press.
Weick, K.E. (1979). The social psychology of organizing. Reading, Englan: Addison Wesley; (1997) Italian edition, Organizzare. La psicologia sociale dei processi organizzativi. Torino: Isedi.
Witt, C.A., & Muhlemann, A.P. (1994). The implementation of total quality management in tourism: Some guidelines. Tourism Management, 15(6), 416-424. doi:10.1016/0261-5177(94)90062-0
Woods, R., & King, J. (2002). Leadership and management in the hospitality industry. East Lansing, MI: Educational Institute of the American Hotel and Lodging Association.
Zanini, A. (2011), L’evoluzione di un family business fra tradizione e innovazione: gli Alberghi Fioroni a Genova (1897-1939). In P. Battilani (Ed.), Storia del turismo. Le Imprese. Milano: FrancoAngeli.
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