The nature and extent of conflict in the hospitality industry in Port Elizabeth

Title: The nature and extent of conflict in the hospitality industry in Port Elizabeth
Creator: Kendrick, Hazel Sheila
Subject: Conflict management -- South Africa -- Port Elizabeth
Subject: Interpersonal conflict Teams in the workplace -- South Africa -- Port Elizabeth -- Management
Date Issued: 2017
Date: 2017
Type: Thesis
Type: Masters
Type: MPhil
Identifier: http://hdl.handle.net/10948/17668
Identifier: vital:28427
Description: This study aims to understand frontline managers and how they manage conflict in their working environment. The purpose of the study is to determine which intervening methods are used by frontline managers towards conflict that match up with conflict management strategies. A qualitative research method was used in the study; the data collection was by means of interviews with frontline managers in hotels in Port Elizabeth. The objective of the study was to understand the possible causes of conflict as well as finding alternative solutions by conducting interviews with frontline managers. The study reveals that frontline managers do experience conflict between employees and customers.
Format: xi, 181 leaves
Format: pdf
Publisher: Nelson Mandela University
Publisher: Faculty of Arts
Language: English
Rights: Nelson Mandela University

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NMU School of Governmental and Social Sciences

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