Overview
Background
David Solnet is a Professor of Service Management and Service Work in the UQ Business School. He is recognized internationally for his research, teaching and consulting, all focused on managing and leading service organizations, with particular emphasis on managing the employee-customer interface. His research focuses on frontline employees and the relationships between management practices, employee attitudes and firm performance. He is currently leading a new strategic initiative, creating UQ's first fully online Master's degree through a UQ partnership with edX, Master of Leadership and Innovation.
David is a sought after advisor to industry and government, specializing on business improvement, financial analysis, service quality and management development programs. He comes from a restaurant background, with over 18 years of experience including senior management roles in the USA (Brinker International, El Chico Group, Bennigan’s Restaurants and Olive Garden) and Australia (including six years as general manager of Bretts Wharf in Brisbane). He has consulted to many organizations, including Merlo Coffee, Cactus Jacks Restaurant Group, Aromas Noosa, Ricky’s River Bar, Locale Ristaurante, Pier Nine Restaurant and Oyster Bar, Mitchell Ogilvie Menswear and Baguette Restaurant.
David coleads the workforce research team in the tourism group at the UQ Business School and has been a principal investigator on a number of state and national projects including two ‘tourism employment plans’ as part of the Australian Commonwealth Government initiative to address employment challenges in regional areas in Australia; and has worked with Service Skills Australia on a number of projects centred around workforce development.
Professor Solnet has published over 50 academic journal articles, and his work consistently appears in the top journals in his field, such as the Journal of Service Management, Managing Service Quality (Journal of Service Theory and Practice), Annals of Tourism Research, International Journal of Hospitality Management, Journal of Travel Research and the Journal of Hospitality and Tourism Research.
Professor Solnet is currently an academic partner seconded to the Division of Student Affairs, developing initiatives centered around improving student experience.
Availability
- Professor David Solnet is:
- Available for supervision
- Media expert
Fields of research
Qualifications
- Bachelor of Science, University of Florida
- Masters (Coursework) of Science, Florida International University
- Doctor of Philosophy, The University of Queensland
Research interests
-
Tourism worker
Expert in understanding the tourism workforce, ranging from the worker perspective, through to organisational and community/society perspectives.
-
Management of service organisations
Specialisation in understanding the challenges and opportunities to leading and managing service organsations.
Works
Search Professor David Solnet’s works on UQ eSpace
2009
Conference Publication
The new kids on the block: Generational changes in the contemporary hospitality workplace
Solnet, David and Kralj, Anna (2009). The new kids on the block: Generational changes in the contemporary hospitality workplace. 18th Annual CAUTHE Conference, Fremantle, Australia, 10-13 February 2009. Perth, Australia: Curtin University of Technology.
2008
Journal Article
Innovative approaches to event management education in career development: A study of student experiences
Robinson, Richard, Barron, Paul and Solnet, David (2008). Innovative approaches to event management education in career development: A study of student experiences. Journal of Hospitality, Leisure, Sport and Tourism Education, 7 (1), 4-17. doi: 10.3794/johlste.71.170
2008
Book Chapter
Supporting the contemporary tourism product: Service management
Solnet, D. (2008). Supporting the contemporary tourism product: Service management. Contemporary tourism: An international approach. (pp. 307-343) edited by Chris Cooper and C. Michael Hall. Jordan Hill, Oxford, U.K.: Butterworth-Heinemann.
2008
Conference Publication
How does the introduction of strategic jobs in four and five star hotels affect organisational commitment and organisational citizenship behaviour: A theoretical framework
Ahmed, R., Scott, N. and Solnet, D. (2008). How does the introduction of strategic jobs in four and five star hotels affect organisational commitment and organisational citizenship behaviour: A theoretical framework. Proceedings of the 18th Anuual Council for Australian University Tourism and Hospitality Education, CAUTHE, Conference, Gold Coast, Australia, 11-14 February, 2008. Griffith University, Gold Coast: Griffith University.
2008
Conference Publication
Yet another challenge for hospitality managers - Generation Y: A literature review and future research agenda
Solnet, D., Hood, A. and Barron, P. (2008). Yet another challenge for hospitality managers - Generation Y: A literature review and future research agenda. 2008 International CHRIE Conference, Atlanta, GA, USA, 30 July - 2 August, 2008. Richmond VA, USA: International CHRIE.
2008
Journal Article
Generation Y as hospitality employees: Framing a research agenda
Solnet, David and Hood, Anna (2008). Generation Y as hospitality employees: Framing a research agenda. Journal of Hospitality and Tourism Management, 15 (1), 59-68. doi: 10.1375/jhtm.15.59
2008
Journal Article
How some service firms have become part of “service excellence” folklore: An exploratory study
Solnet, D. and Kandampully, J. (2008). How some service firms have become part of “service excellence” folklore: An exploratory study. Managing Service Quality, 18 (2), 179-193. doi: 10.1108/09604520810859229
2008
Journal Article
Generation Y as hospitality employees: Framing a research agenda
Solnet, D. and Hood, A. (2008). Generation Y as hospitality employees: Framing a research agenda. Journal of Hospitality and Tourism Management, 15, 59-68. doi: 10.1375/jhtm.15.4.59
2007
Journal Article
Employee customer linkages: A social identification perspective in a hotel industry context
Solnet, David (2007). Employee customer linkages: A social identification perspective in a hotel industry context. Journal of Hospitality and Tourism Management, 14 (2), 129-143. doi: 10.1375/jhtm.14.2.129
2007
Journal Article
An industry partnerships approach to tourism education
Solnet, David (2007). An industry partnerships approach to tourism education. The Journal of Hospitality Leisure Sport and Tourism, 6 (1), 66-70. doi: 10.3794/johlste.61.140
2007
Journal Article
An industry partnership approach in tourism education
Solnet, David, Robinson, Richard and Cooper, Chris (2007). An industry partnership approach in tourism education. The Journal of Hospitality, Leisure, Sport & Tourism Education, 6 (1), 66-70.
2007
Conference Publication
Social identity theory: A role in hotel industry research
Solnet, D. (2007). Social identity theory: A role in hotel industry research. 2007 I-Chrie Conference, Dallas, Texas USA, 25-29 July 2007. Dallas, TX USA: International Council on Hospitality Restaurant and Institutional Education.
2006
Journal Article
Service climate, employee identification and customer outcomes
Solnet, D. and Paulsen, N. (2006). Service climate, employee identification and customer outcomes. Journal of Hospitality Marketing and Management, 13 (3/4), 3-27. doi: 10.1300/J150v13n03_02
2006
Conference Publication
Competitive Advantage Through Service-Orientation: Strategic Directions for the Hospitality Industry
Solnet, D and Kandampully, (2006). Competitive Advantage Through Service-Orientation: Strategic Directions for the Hospitality Industry. 2006 Annual I-CHRIE Conference Proceedings, Virginia USA, 26-30 July 2006. Pennsylvania USA: International Council on Hospitality Restaurant and Institutional Education.
2006
Journal Article
Introducing employee social identification to customer satisfaction research: a hotel industry study
Solnet, David (2006). Introducing employee social identification to customer satisfaction research: a hotel industry study. Managing Service Quality, 16 (6), 575-594. doi: 10.1108/09604520610711918
2006
Other Outputs
Hospitality industry turnarounds : an examination of service climate and employee identification in the hotel industry
Solnet, David (2006). Hospitality industry turnarounds : an examination of service climate and employee identification in the hotel industry. PhD Thesis, School of Tourism, The University of Queensland. doi: 10.14264/158065
2006
Conference Publication
Innovations in tourism education industry partnerships: An analysis of event management student experiences
Solnet, D, Robinson, R N S and Barron, P E (2006). Innovations in tourism education industry partnerships: An analysis of event management student experiences. Global Events Congress and Event Educators' Forum, Brisbane, Australia, 27-29 September, 2006. Brisbane Queensland: The University of Queensland Press.
2006
Conference Publication
Antecedents and Dimensions of Service Orientation: A Conceptual Framework
Solnet, D and Kandampully, (2006). Antecedents and Dimensions of Service Orientation: A Conceptual Framework. CAUTHE 2006 Conference: To the City and Beyond., Sofitel - Melbourne, 6-9 February 2006. Melbourne Australia: Victoria University.
2005
Journal Article
Service Orientation as a Strategic Initiative: A Conceptual Model with Examplars
Kandampully, J. and Solnet, D. (2005). Service Orientation as a Strategic Initiative: A Conceptual Model with Examplars. Alliance Journal of Business Research, 1 (2), 1-20.
2005
Other Outputs
Service Climate, Employee Identification, and Customer Outcomes in Hotel Property Rebrandings
Solnet, David and Paulsen, Neil (2005). Service Climate, Employee Identification, and Customer Outcomes in Hotel Property Rebrandings.
Funding
Current funding
Past funding
Supervision
Availability
- Professor David Solnet is:
- Available for supervision
Before you email them, read our advice on how to contact a supervisor.
Supervision history
Current supervision
-
Doctor Philosophy
EXPLORING THE EFFECT OF MUTUALITY ON THE PROCESS AND OUTCOME OF TRANSFORMATIONAL CHANGE IN SERVICE ORGANISATIONS
Principal Advisor
Other advisors: Professor Tyler Okimoto
Completed supervision
-
2023
Doctor Philosophy
Helping the organisation by doing bad things: Frontline service employee unethical pro-organisational behaviour
Principal Advisor
Other advisors: Professor Tyler Okimoto
-
-
2016
Doctor Philosophy
The Effects of Personal Values on Service Climate and Service Delivery in the Hospitality Industry
Principal Advisor
-
2014
Doctor Philosophy
The 'why' of HR practices: employee attributions regarding HR practices and resulting effects on service climate and employee attitudes
Principal Advisor
Other advisors: Associate Professor Jan Packer
-
2011
Doctor Philosophy
Investigating Creativity as an Alternative Explicator of the Mobility of Chefs
Principal Advisor
Other advisors: Dr Noreen Breakey
-
2010
Doctor Philosophy
Strategic human resource management in Malaysian five star hotels: Human resource practices system differentiation and its HR intermediate outcomes
Principal Advisor
-
2024
Doctor Philosophy
Counterproductive Work Behaviours in the age of sustainable operations
Associate Advisor
-
2019
Doctor Philosophy
Investigating Leader Behaviour Impacts on Subordinate Work Team Identification
Associate Advisor
-
2010
Doctor Philosophy
Hotel restaurant co-branding: The relationship of perceived brand fit, perceived risk and perceived value with intention to purchase
Associate Advisor
Other advisors: Dr Noreen Breakey
Media
Enquiries
Contact Professor David Solnet directly for media enquiries about:
- Generation Y
- Service climate
- Service Management
- Tourism workforce
- Youth employment
Need help?
For help with finding experts, story ideas and media enquiries, contact our Media team: