<abstract xmlns="http://www.w3.org/1999/xhtml"><bold><italic>Introduction.</italic></bold> Unethical consumer practices in the hotel industry pose a global problem. They are encountered in countries and regions with a rapidly developing tourism sector and a growing number of tourists. Demanding or even impolite customers pose a challenge for hotel employees. These problems are also encountered in Poland.<bold><italic>Materials and Methods.</italic></bold> In the presented case study, a mixed method model combining qualitative and quantitative analyses was applied to investigate unethical tourist practices in Polish hotels. Five four-star hotels belonging to the same capital group in north-eastern Poland were analyzed.<bold><italic>Results.</italic></bold> The study demonstrated that hotel staff members, in particular frontline employees, are confronted with unethical customer behaviors. Five types of unethical practices that are most often encountered by hotel employees, in particular young staff members, have been identified.<bold><italic>Conclusions.</italic></bold> The ability to deal with difficult customers is one of the most highly valued skills in frontline employees. Hotel employees should have an opportunity to participate in regular training programs on hospitality ethics and strategies for coping with difficult situations. These skills will play a pivotal role after the SARS-CoV-2 pandemic when hotels will be struggling to bring back clients. However, excessive leniency towards guests in difficult times could have adverse consequences when businesses resume normal operations.</abstract>

Introduction. Unethical consumer practices in the hotel industry pose a global problem. They are encountered in countries and regions with a rapidly developing tourism sector and a growing number of tourists. Demanding or even impolite customers pose a challenge for hotel employees. These problems are also encountered in Poland.Materials and Methods. In the presented case study, a mixed method model combining qualitative and quantitative analyses was applied to investigate unethical tourist practices in Polish hotels. Five four-star hotels belonging to the same capital group in north-eastern Poland were analyzed.Results. The study demonstrated that hotel staff members, in particular frontline employees, are confronted with unethical customer behaviors. Five types of unethical practices that are most often encountered by hotel employees, in particular young staff members, have been identified.Conclusions. The ability to deal with difficult customers is one of the most highly valued skills in frontline employees. Hotel employees should have an opportunity to participate in regular training programs on hospitality ethics and strategies for coping with difficult situations. These skills will play a pivotal role after the SARS-CoV-2 pandemic when hotels will be struggling to bring back clients. However, excessive leniency towards guests in difficult times could have adverse consequences when businesses resume normal operations.

Unethical Consumer Practices in the Perception of Hospitality Industry Employees

University of Warmia and Mazury in Olsztyn

Faculty of Geoengineering, Department of Tourism, Recreation and Ecology

Faculty of Technical Sciences, Department of Mechatronics and Technical and IT Education

Polish Journal of Sport and Tourism

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

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Introduction. Unethical consumer practices in the hotel industry pose a global problem. They are encountered in countries and regions with a rapidly developing...

Unethical Consumer Practices in the Perception of Hospitality Industry Employees

Published Online: Dec 31, 2020

Page range: 34 - 39

Received: Jul 14, 2020

Accepted: Aug 27, 2020

DOI: https://doi.org/10.2478/pjst-2020-0018

© 2020 Aneta Anna Omelan et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.