Guest Editors: May Hinds and Ernest BogerAssisted by Editor: Richard TeareAchieving service excellence in Barbados – the service leadership factor
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 1 December 2006
Abstract
Purpose
Barbados has been driven by agricultural pursuits for most of its existence and successive decision makers have failed to create a tradition or culture with a focus on service. In a move to change this focus in support of a service culture, the National Initiative for Service Excellence (NISE) was launched on November 30, 2004. A highlight of the event was the tripartite commitment made by the leaders of the social partnership (government, labour and the private sector). The purpose of this article is to examine the topic of service leadership – and the role the three leaders must play in achieving service excellence.
Design/methodology/approach
This article is as a result of observations and experiences while the author served as Lead Champion for NISE. It is also informed by research on the subject. “Achieving service excellence – customer service strategies for the hospitality/tourism industry in Barbados”.
Findings
Barbadians must determine the factors for a foundation that the country needs if it is to have a service excellence culture. The foundation for Barbados might be found in the people of Barbados and in the church which is an influential institution in Barbados.
Originality/value
Behavioural change must start with three leaders of the social partnership. This message is valuable to these service leaders in the journey towards achieving service excellence in Barbados.
Keywords
Citation
Hinds, M. (2006), "Guest Editors: May Hinds and Ernest BogerAssisted by Editor: Richard TeareAchieving service excellence in Barbados – the service leadership factor", International Journal of Contemporary Hospitality Management, Vol. 18 No. 7, pp. 563-573. https://doi.org/10.1108/09596110610702995
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited