ORCID Profile
0000-0002-5448-2362
Current Organisation
Torrens University Blue Mountains International Hotel Management School
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Publisher: Informa UK Limited
Date: 2014
Publisher: Elsevier BV
Date: 12-2020
Publisher: IGI Global
Date: 2020
Publisher: Elsevier BV
Date: 03-2023
Publisher: Emerald
Date: 13-05-2021
DOI: 10.1108/JHOM-04-2020-0106
Abstract: This paper offers an exploration of contextual factors that influence carer-to-resident talk in Australian residential aged care. A qualitative exploratory multiple case study methodology and a theoretical framework of service language were applied to explore the perspectives of 21 registered nurses, assistants in nursing, leisure and lifestyle officers, general managers and care managers at three residential aged care homes in Australia. The findings demonstrate contextual factors related to the care home environment, the carer and the relationship between carers and residents that impede or enable carer-to-resident talk in residential aged care. Multiple factors related to the care home environment were found to impede carer-to-resident talk, including time pressures, staffing levels, team culture and the prioritisation of tasks. Factors related to carers had potential to either impede or enable talk, including carers' awareness of the importance of communication, level of experience and in idual characteristics, values and attitudes. A strong relationship between a carer and resident built on knowledge of in iduals was a key enabling factor. The paper advances an understanding of factors that influence talk and interaction in residential aged care in Australia from carers' and care home leaders' perspectives. The findings can be used to support verbal communication management strategies aligned with a person-centred care approach, including training and development of staff, cultural change interventions and a review of care delivery procedures.
Publisher: Elsevier BV
Date: 2020
Publisher: Emerald
Date: 08-2005
DOI: 10.1108/09604520510606835
Abstract: The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four‐ and five‐star properties) in Sydney, Australia. The empirical dataset for this qualitative study was collected through 22 in idual semi‐structured interviews with senior hotel managers of ten luxury hotels in Sydney, Australia. The technique used for analysing the data was progressive comparative analysis, after which constant comparative methodology was applied. The key themes emerging from these techniques have been categorised to form conclusions. Analysis of the data revealed a number of impediments to developing and maintaining distinguishable, superior service. These impediments fell into four broad areas: Budget constraints, Staff attitude, Lack of mentoring and High customer expectations. The limitations with the current study are primarily related to the scope of the research in terms of the number of hotel properties participating, and the fact that it incorporates the views of managers only. Furthermore, the focus of this study was on the hotel sector, and thus the findings cannot be accepted as being necessarily relevant and applicable to services across the tourism/hospitality industry as a whole. Future research needs to be conducted to incorporate the views of all stakeholders in service quality, including non‐management staff and customers. The findings of this research can inform hotel sector researchers and practitioners of identified impediments to service quality, whether current strategies are addressing these impediments and, if not, how strategies may be modified to address to achieve this.
Publisher: Elsevier BV
Date: 2022
Publisher: IGI Global
Date: 2015
DOI: 10.4018/978-1-4666-8565-9.CH011
Abstract: This chapter reports on a qualitative study looking at Work Integrated Learning (WIL) in a higher education institution. The empirical dataset for this qualitative study was collected through student and industry focus groups and in idual semi-structured interviews with Masters students and managers of hotels in Sydney, Australia. The study provides an understanding of the key concepts, issues, and methodologies of applying WIL practices. The results show that a formal qualification together with a structured work placement develops students' knowledge and skills and is beneficial in developing a hotel management career.
Publisher: Informa UK Limited
Date: 18-03-2005
Location: Australia
No related grants have been discovered for Rajka Presbury.