The low level of organisational social capital in hotels - a New Zealand case study

Abstract

Hotels, like other organisations seek increased productivity, however, achieving this can be more challenging for service sectors organisations than those in manufacturing due to the significant use of human capital. Developing and maintaining a positive level of Organisational Social Capital (OSC) is said to be a productivity enhancement strategy, however, for a hotel to use OSC as a tool for increased productivity it must first measure its OSC level. This research presents the New Zealand hotel industry’s OSC level, the initial stage within a longitudinal study to understand how OSC impacts productivity. A total of 509 employees from thirty-one hotels participated in this research