Hospitality Personality and Behaviour
How can we help you identify and develop genuine hospitality?
Our research contributes to developing the hospitality industry’s core competence, lower staff turnover and higher guest satisfaction. We help the industry with professional development, selection and performance of hotel and hospitality management students and professionals.
We aim to improve the interaction between guest and host in relation to the guest experience within the hospitality industry.
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It is our mission to make the international hospitality industry more hospitable. This is done by helping the industry to enhance the performance and development of hospitality professionals and by selecting the most talented hotel management students at Hotelschool The Hague. Our research contributes to developing the industry’s core competence, lower staff turnover and higher guest satisfaction.
We investigate important questions such as:
- How can the recruitment process of hospitality firms be improved?
- How can hospitality professionals be selected using standardized and validated selection tests?
- How can leaders motivate and train their staff to show hospitality behavior towards guests?
- How can the person-environment fit of hospitality professionals be improved to enhance motivation, productivity and retention?
- How can the selection process of hospitality students be improved?
- What behaviors are regarded as hospitable by guests?
- How can the guest experience with regard to the interaction between the guest and the host be enhanced within hospitality industry?
In order to answer questions like these we build on the latest knowledge contributions in Hospitality Management, Organisational Psychology and Human Resource Management.
In our research we make use of advanced qualitative methods and quantitative statistical methods such as:
- Critical Incident Technique
- Guest Journey Method
- Confirmative Analyses
- Structural Equation Modelling
Dr. Daphne Marie Dekker (The Netherlands)
Daphne Dekker is the chair of Hospitality, Personality and Behaviour. After her Master’s degree in Organisational and Social Psychology at Utrecht University, she received her PhD on team behaviours at the Management faculty of the Technical University of Eindhoven. Before working for the Hotelschool The Hague, Daphne was a faculty member of the Psychology department and the Management Department of the Radboud University. Since September 2012, Daphne is also principle lecturer in HRM subjects and Research Methods.
Hospitality Personality and Behaviour is a field in which the world of psychology and hospitality comes together. Research Questions that are addressed within the chair for example include: “Is hospitableness something that can be trained? What is the best way to train or coach people to be hospitable? Is hospitableness a part of someone’s personality?” Recently, Daphne has contributed to The Routledge Handbook of Hospitality Management. Moreover, she is actively involved in designing courses for the new Master’s programme at HTH.
Dr. Debbie Tromp (The Netherlands)
Debbie Tromp is a senior research fellow in the Chair Hospitality, Personality and Behaviour. After she obtained her Master’s degree in Research Methodology in Psychology at Leiden University, she worked as a researcher at the department Health Psychology and the department Educational Studies of that same university. Debbie received her PhD on Medical Psychology at the University Medical Center Utrecht. Since 2004 Debbie works as a lecturer in Research at Hotelschool The Hague. From 2006 till 2011 she worked as senior researcher in the Chair HRM in Hospitality conducting research into psychological contracts, work stress, work-family balance, leadership and its relation to organizational commitment and turnover.
She has published and presented her research in international hospitality journals and conferences. Since 2010 she works at HTH as a (senior) Birkman consultant, coaching students in self-insight, self-management, social awareness and career choice. Her academic research relates to the Birkman Method: “What is the personality profile of a hospitable student, a successful student, a successful hospitality manager? What are the personality requirements from the hospitality industry for their new to hire managers/leaders? What are the personal and organizational effects of an appropriate or inappropriate person-environment fit?” Next to her education and research activities, is Debbie actively involved in designing courses for the new Master’s programme.
Saxion Research Center Hospitality
The Research Centre for Hospitality is focused on solving real-life business challenges regarding the innovation of processes and products, particularly in the service sector. The associate professors prepare the research schedule in close cooperation with the professional sector, so that there is a constant alignment between the practical research and the content of our educational programs. This has proven to be a very successful approach to providing hospitality research and education on behalf of and in collaboration with the market.
QL Hotels & Restaurants encompasses a delightful selection of more than 100 independent, small quality hotels in The Netherlands, Belgium, Luxembourg, Germany and The Dutch Antilles. Fine dining and luxurious accommodation will ensure a memorable stay. The chefs guarantee the highest quality of food and service every time.
The Department of Hospitality and Tourism Management is one of six departments in the Pamplin College of Business. Their curriculum and program are fully integrated into the College of Business and accredited by AACSB (The Association to Advance Collegiate Schools of Business). They aspire to be the world’s premier business education and leadership program in Hospitality and Tourism Management. In all of their programmes, they provide students with a first class business education taught by an internationally recognised faculty who are actively engaged in professional practice and research.
Pennsylvania State University
The Penn State School of Hospitality Management is home of one of the most prestigious and well-respected programmes of its kind in the United States. By combining a broad educational foundation with "real-world experiences" and other opportunities for students to hone their leadership, business, and communication skills, the School of Hospitality Management and its predecessor programs have equipped students and alumni with the skills they need to become the leaders of their chosen professions for nearly seventy years.