prima Managing organizational communication in the Hotellerie sector Fabrizio Maimone, LUMSA University

prima The Tao of organizational communication Organizational communication is: The fuel ; The neural system ; The satellitar navigator. Fabrizio Maimone, LUMSA University

Organizational communication is:

The fuel ;

The neural system ;

The satellitar navigator.

prima The intangible assets The intangible assets of Organizational Communication in the Hotellerie sector: Positive and warm relationships; Climate of trust; Integrity and cooperation; Climate for innovation and knowledge exchange. Fabrizio Maimone, LUMSA University

The intangible assets of Organizational Communication in the Hotellerie sector:

Positive and warm relationships;

Climate of trust;

Integrity and cooperation;

Climate for innovation and knowledge exchange.

prima The intangible assets (Effective) managerial communication; (Effective) planning and management of web 2.0 communication tools; Service oriented “Organizational space”. Fabrizio Maimone, LUMSA University

(Effective) managerial communication;

(Effective) planning and management of web 2.0 communication tools;

Service oriented “Organizational space”.

prima Climate for service Organizational behaviours and internal climate impact directly on the customer perception! Organizational communication is a powerful tool for the improvement of the quality of service and the “sex-appeal” of the brand experience. Fabrizio Maimone, LUMSA University

prima Climate for service The climate for service is made up of: Culture; Behaviours; Relationships; Emotions and feelings. Fabrizio Maimone, LUMSA University

The climate for service is made up of:

Culture;

Behaviours;

Relationships;

Emotions and feelings.

prima Climate for service The climate for service is the key to improve: The rate of customer fidelization; The quality of work and service; The level of customer delight. Organizational communication is a critical factor for the “ climate for service ”. Fabrizio Maimone, LUMSA University

The climate for service is the key to improve:

The rate of customer fidelization;

The quality of work and service;

The level of customer delight.

Organizational communication is a critical factor for the “ climate for service ”.

prima Climate for service Managers should be fully aware of the importance of the improvement of “ climate for service ”. Fabrizio Maimone, LUMSA University

prima Managing cultures There are (at least) 3 levels of organizational culture: National (national identity); Organizational (Corporate identity); Group level (professional identities, subsidiaries, etc.). Fabrizio Maimone, LUMSA University

There are (at least) 3 levels of organizational culture:

National (national identity);

Organizational (Corporate identity);

Group level (professional identities, subsidiaries, etc.).

prima Managing cultures Each level of culture includes his own specific: Languages (jargon, etc.); Values ; Paradigms ; Behaviours . Fabrizio Maimone, LUMSA University

Each level of culture includes his own specific:

Languages (jargon, etc.);

Values ;

Paradigms ;

Behaviours .

prima Managing cultures Each level of culture includes his own specific: Meanings ; Symbols ; Rituals ; Material artifacts . Fabrizio Maimone, LUMSA University

Each level of culture includes his own specific:

Meanings ;

Symbols ;

Rituals ;

Material artifacts .

prima Managing cultures Organizational space can facilitate the ibridation among cultures Organizational space can facilitate the production and re-production of (new) values, meanings, symbols, behaviours, languages, paradigms, practices, etc. Fabrizio Maimone, LUMSA University

prima Managing cultures Hotel managers should facilitate the continuous negotiation among different languages and cultures of: Customers; Organization. Building up a service oriented “third culture” Fabrizio Maimone, LUMSA University

Hotel managers should facilitate the continuous negotiation among different languages and cultures of:

Customers;

Organization.

Building up a service oriented “third culture”

References Maimone, F. 2005. Organizzazione cosmopolita. Relazioni organizzative e comunicazione nei contesti multiculturali. Un approccio sociologico . Rome: Aracne. Maimone F., 2007, Dalla rete al silos. Modelli e strumenti per comunicare e gestire la conoscenza nelle organizzazioni “flessibili” , Milan, Franco Angeli; Maimone, F., & Sinclair, M. forthcoming/2010. Affective climate, organizational creativity and knowledge creation: Case study of an automotive company. In W. J. Zerbe, N. M. Ashkanasy, & C. E. J. Härtel (Eds.), Research on Emotions in Organizations , volume 6, Bingley: Elsevier JAI Sinclair, M., & Sinclair, C. R. forthcoming. Improving Hotel Efficiency through Integration of Service and Project Management Cultures. International Journal of Hospitality and Tourism Administration. Fabrizio Maimone, LUMSA University

Maimone, F. 2005. Organizzazione cosmopolita. Relazioni organizzative e comunicazione nei contesti multiculturali. Un approccio sociologico . Rome: Aracne.

Maimone F., 2007, Dalla rete al silos. Modelli e strumenti per comunicare e gestire la conoscenza nelle organizzazioni “flessibili” , Milan, Franco Angeli;

Maimone, F., & Sinclair, M. forthcoming/2010. Affective climate, organizational creativity and knowledge creation: Case study of an automotive company. In W. J. Zerbe, N. M. Ashkanasy, & C. E. J. Härtel (Eds.), Research on Emotions in Organizations , volume 6, Bingley: Elsevier JAI

Sinclair, M., & Sinclair, C. R. forthcoming. Improving Hotel Efficiency through Integration of Service and Project Management Cultures. International Journal of Hospitality and Tourism Administration.