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New Zealand's Hotel Industry's Security Readiness: Stakeholders' Perspectives

Cyril Ravindran, Peter (2021) New Zealand's Hotel Industry's Security Readiness: Stakeholders' Perspectives. Doctoral thesis, Asia e University.

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This unique study, comprising of information from three distinct groups; ten hotel managers, ten hotel employees and ten hotel guests, explored ‘New Zealand’s Hotel Industry’s Security Readiness: Stakeholders’ Perspectives’. This appears to be the only time all three distinct voices (triangulation) were included whilst studying hospitality security in New Zealand. The aim of this research is to understand how prepared hotels in New Zealand are in case of a security breach and to also understand what the three stakeholder groups expect in terms of security. Overall, New Zealand hotels appear to be quite relaxed about security requirements. Hence, the reason for this research. Responses to a total of 300 questions were carefully collated and analysed to answer the research questions. Each participant separately discussed and answered ten questions. Over 300 sources of secondary literature were consulted and included in this study to provide either background information for the thesis or support for various findings and discussion topics. An interpretivist approach was adopted for this research. The specific research questions for this study were: 1. To what extent are hotels in New Zealand security-ready to meet guest’s security expectations, needs and wants? 2. What kind of security training are the staff provided with to prepare them to discharge their duties professionally? 3. How important is security to guests? The findings showed that all three stakeholder groups (managers, employees, and guests) considered security to be extremely important, even though they considered New Zealand to be safe. All three groups also believed that it was the hospitality properties’ responsibility to look after their guests and protect them. It should not be left up to the individuals to take care of themselves. Knowing their own properties well, and their own security efforts, the group of managers mainly rated security as being between medium to low. They acknowledged that their security was not at the desired level, but they mitigated that with New Zealand being a safe destination. They also agreed that not enough was being done in terms of staff security training. These findings will be useful for individual hotel properties when making security decisions, government when working on policy issues and guests when making travel plans. One very significant and interesting finding that came out of the research was that guests were willing to pay extra just so that they can stay in a property with better security. This is in total agreement with the literature. It is important to emphasise here that this study was designed and conducted prior to the March 15th, 2019, Christchurch terrorist attack.

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: New Zealand, Stakeholders, Hotel Industry
Subjects: H Social Sciences > HF Commerce
Depositing User: Aida Rashidah Maajis
Date Deposited: 29 Sep 2021 08:41
Last Modified: 29 Sep 2021 08:41

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