Queensland Rainforest Resort is facing various problems, both internal and external. One of the internal issues relates to the discontentment among its workforce for several reasons. Firstly, some employees are struggling to adapt to a service delivery system that relies heavily on information technology, including electronic ordering and other coordination points. According to Penderghast (1998), the implementation of new information technology in an organization often leads to significant changes, uncertainties and concerns among employees, resulting in resistance or even sabotage.
There are delays in salary payments, including with managers, since the outsourcing of payroll management. This could lead to dissatisfaction with the job and make free Internet access a way to compensate for the delayed salary. The delay in salary payments negatively impacts employee motivation and may reduce performance and productivity (Stern & Associates, 200
...6). Additionally, the outsourcing of many important aspects of the resort's operation, which are directly related to service delivery, to an IT company poses risks (Ashford, 2008), such as information theft and poor customer relations management. These problems directly affect service quality. To enhance services and service delivery, the resort needs to improve IT integration into its systems and processes (Coleman, 2008). This could be done by conducting seminars and training employees to operate IT systems efficiently and effectively.
In order to improve the uptake and efficiency of its systems, the resort should take steps to motivate employees and create a positive and productive working environment. This is because job satisfaction translates to customer satisfaction (Tippins, 2001). Additionally, the resort should evaluate its payroll outsourcing arrangement to regain control or negotiate better terms. Finally, the resort must re-evaluate and
communicate its privacy policies to CibCo to identify and address any breaches.
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