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Scerri, MA 2014, 'The language of service in Australia's luxury hotels : a grounded theory approach', PhD thesis, Southern Cross University, Lismore, NSW.

Copyright MA Scerri 2014


This thesis presents a critical analysis of service language within Australian luxury hotels. The study adopted a constructivist grounded theory methodology. Findings addressed key characteristics of frontline service providers’ spoken language in luxury hotels, and the contextual environments in which service language is shaped and conditioned. The grounded theory and multi-layered model of service language developed contribute to conceptual and applied understandings of service interactions broadly, and the language of service in luxury hotels specifically.