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The effects of managing multinational based staff: The case study of the ski resort Romme Alpin, Sweden Degree
Högskolan Dalarna, Akademin Industri och samhälle, Turismvetenskap.
Högskolan Dalarna, Akademin Industri och samhälle, Turismvetenskap.
2016 (Engelska)Självständigt arbete på grundnivå (kandidatexamen), 10 poäng / 15 hpStudentuppsats (Examensarbete)
Abstract [en]

Managers operating within the multinational environments face the challenge of dealing with a group formed by local and international employees with different backgrounds and experiences. The success of the management relies within the managerial skills of the group leader. In the case of Sweden, the political and economic stability of the country in addition to opened borders with its policies and regulations, created the multinationalism within the local population. Consequently it has affected the local labor market. This paper aims to investigate from the managerial point of view the positive and negative aspects of managing multinational based staff for the service delivery based on the ski resort Romme Alpin, Dalarna, Sweden. It was previously researched the importance of recruiting, maintaining and improving the working labor, as well as importance of human resource performance in service delivery affecting competitive advantage of the organization. Therefore, authors are focused to contribute the knowledge in creation and management of the multinational based staff. SERVQUAL model and its five dimensions were used to analyze from the managerial point of view the quality of service delivered by the multinational employees. Thus the INSQPLUS model were used as a tool to present the service delivery gap and analyze the internal characteristics of multinational teams and their effects for the service delivery. The qualitative method throughout in-depth semi-structured interviews was used in this research, in order to investigate manager’s perceptions about the effects of multinational environments for the quality of service delivery. From the conducted interviews it was observed that personal characteristics of the international employees differ from the domestic workers. Apart the economic benefits that are entailed from immigration of the labor force, service mindedness within the international employees was marked throughout the research. However, some challenges and obstacles might be seen within the employment of multinational based staff, which can influence the manager's decision and reject the international worker. Therefore the adequate management of the employees is essential for the service delivery and is researched throughout this paper involving multinational environment.

Ort, förlag, år, upplaga, sidor
2016.
Nationell ämneskategori
Övrig annan samhällsvetenskap
Identifikatorer
URN: urn:nbn:se:du-21796OAI: oai:DiVA.org:du-21796DiVA, id: diva2:940140
Tillgänglig från: 2016-06-20 Skapad: 2016-06-20

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