The listening environment is viewed as an aspect of organizational culture that both influences and is influenced by individual behaviour. Discusses the concept of the listening environment within hospitality organizations from a symbolic/culture perspective. Examines the ways in which this environment influences both the accomplishment of organizational tasks and the development of interpersonal relationships on the job. Suggests that managers can deliberately control many aspects of the listening environment, and that effective hospitality leaders foster strong listening environments as one approach to increasing employee participation, excellent guest service and organizational commitment.
Brownell, J. (1994). Creating strong listening environments: A key hospitality management task [Electronic version]. Retrieved [insert date], from Cornell University, School of Hotel Administration site: http://scholarship.sha.cornell.edu/articles/1014