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The weakest link? Product market strategies, skill and pay in the hotel industry

Author

Listed:
  • Caroline Lloyd

    (Cardiff University, UK)

  • Chris Warhurst

    (University of Sydney, Australia)

  • Eli Dutton

    (University of Strathclyde, UK)

Abstract

There is a widely held assumption that product market strategies, skill and pay are linked. Supportive evidence is typically drawn from manufacturing and using quantitative analyses. Emergent research of the link in services is ambivalent and has methodological limitations. This article addresses this weakness. It compares the skills and pay of room attendants in upper and mid-market hotels using qualitative research. It finds that the link is weak, even decoupled. The findings suggest a reconceptualization is needed of the link in services and that interventions other than product market re-positioning are needed to deliver higher skills and better pay.

Suggested Citation

  • Caroline Lloyd & Chris Warhurst & Eli Dutton, 2013. "The weakest link? Product market strategies, skill and pay in the hotel industry," Work, Employment & Society, British Sociological Association, vol. 27(2), pages 254-271, April.
    • Handle: RePEc:sae:woemps:v:27:y:2013:i:2:p:254-271
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    Cited by:

    1. Chiara Benassi, 2016. "Liberalization Only at the Margins? Analysing the Growth of Temporary Work in German Core Manufacturing Sectors," British Journal of Industrial Relations, London School of Economics, vol. 54(3), pages 597-622, September.
    2. Placide Abasabanye & Franck Bailly & François-Xavier Devetter, 2018. "Does Contact Between Employees and Service Recipients Lead to Socially More Responsible Behaviours? The Case of Cleaning," Journal of Business Ethics, Springer, vol. 153(3), pages 813-824, December.

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