Service attitudes in hotel and restaurant staff and nurses

Larsen, S.; Bastiansen, T.

It is commonly believed that service attitudes are more positive in the private than in the public sector of the service industry. The problems are addressed here. The aim of the project was to study service attitudes in hotel and restaurant staff compared to nurses in public hospitals. An instrument for measuring service attitudes, the Service Attitude Questionnaire (SAQ) was developed. This instrument aimed at measuring cognitive, emotional and behavioural aspects of service attitudes.