Associate Professor David Solnet

Associate Professor

School of Business
Faculty of Business, Economics and Law
david.solnet@uq.edu.au
+61 7 334 66245
0411 828 757

Overview

David Solnet is an Associate Professor of Service Management 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 service climate, service culture, employee engagement, Generation Y as service workers, and the relationships between management practices, employee attitudes and firm performance.

David is a sought after consultant to industry and government, principally as managing director of Solnet Advisory Services, a management consulting firm specializing in business improvement programs, financial analysis, service quality improvement 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 leads 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.

Associate Professor Solnet has published nearly 40 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.

Co-chairing 2017 Thought Leadership in Service at UQ - program link: https://www.business.uq.edu.au/event/thought-leadership-conference#page

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.

Qualifications

  • Doctor of Philosophy, The University of Queensland
  • Bachelor of Science, University of Florida
  • Master of Science, FIU

Publications

View all Publications

Supervision

View all Supervision

Publications

Book Chapter

  • Solnet, David and King, Ceridwyn A. (2014). Brand as the beacon to guide employee-customer interactions. In Jay Kandampully (Ed.), Customer Experience Management: Enhancing Experience and Value Through Service Management (pp. 9-28) Dubuque, IA, United States: Kendall Hunt Publishing.

  • Solnet, D. (2008). Supporting the contemporary tourism product: Service management. In Chris Cooper and C. Michael Hall (Ed.), Contemporary tourism: An international approach (pp. 307-343) Jordan Hill, Oxford, U.K.: Butterworth-Heinemann.

Journal Article

Conference Publication

  • Driml, Sally, Martins, Antje, Milosavljevic, Filip, Moore, Stewart, Silva, Claudia Moreno, Robinson, Richard and Solnet, David (2019). Developing a Tourism Labour Barometer for the Asia-Pacific Region. In: Proceedings of the 29th Annual Conference CAUTHE 2019: Sustainability of Tourism, Hospitality & Events in a Disruptive Digital Age: Proceedings of the 29th Annual Conference, Central Queensland University, Cairns, Australia. ISBN: 978-0-9945141-4-1. CAUTHE 2019: Sustainability of Tourism, Hospitality & Events in a Disruptive Digital Age, Cairns, QLD, Australia, (560-563). 11-14 February 2019.

  • Golubovskaya, Maria, Robinson, Richard and Solnet, David (2014). Hospitable hospitality workers: a study of hospitality industry worker perceptions. In: P. Monica Chien, Tourism and Hospitality in the Contemporary World: Trends, Changes & Complexity Proceedings of the 24th Annual Conference CAUTHE 2014. CAUTHE Conference 2014, Brisbane, Australia, (224-239). 10-13 February 2014.

  • Baum, Thomas, Solnet, David, Robinson, Richard, Nickson, Dennis and Kraljk, Anna (2013). Comparing workforce development policy in Australia and Scotland: hot air or making a difference?. In: Joanna Fountain and Kevin Moore, CAUTHE 2013. Tourism and Global Change: On the Edge of Something Big. Proceedings of the 23rd CAUTHE Conference. CAUTHE 2013: Council for Australasian University Tourism and Hospitality Education Annual Conference, Canterbury, NZ, (17-19). 11-14 February, 2013.

  • Kralj, Anna L. and Solnet, David (2011). The influence of perceived organizational support on engagement: A cross-generational investigation in the hospitality industry. In: Amie Garret Grayson, Conference Proceedings: Hospitality and Tourism Education: From a Vision to an Icon. 9th APacCHRIE Conference 2011, Hong Kong, (1-9). 2-5 June 2011.

  • Solnet, David and Hood, Anna (2010). "Gen-gagement": Generational differences in employee enagagement. In: CAUTHE 2010 tourism and hospitality : challenge the limits : official conference proceedings. 20th Annual Council for Australian University Tourism and Hospitality Education (CAUTHE) Conference, Hobart, TAS, Australia, (1-11). 8-11 February 2010.

  • Solnet, David and Kralj, Anna L. (2010). Can't get no satisfaction: An examination of Gen Y work attitudes. In: 2010 ICHRIE Conference Proceedings. International Council on Hospitality Restaurant and Institutional Education, San Juan, Puerto Rico, (1-9). 28-31 July 2010.

  • Solnet, David and Kralj, Anna (2010). Generation Y employee attitudes in hospitality: a preliminary publication. In: Proceedings of CHME 2010: The 19th Annual Research Conference. CHME2010: The 19th Annual Research Conference, Surrey, United Kingdom, (1-24). 5-7 May, 2010.

  • Ashton, Ann Suwaree, Scott, Noel, Solnet, David and Breaky, Noreen (2010). Hotel restaurant dining: The relationship between perceived value and intention to purchase. In: Proceedings of CAUTHE 2010: Challenge the Limits. 20th Annual Council for Australian University Tourism and Hospitality Education (CAUTHE) Conference, Hobart, Tasmania, Australia, (1-14). 8-11 February 2010.

  • Solnet, David (2010). Service Management education: Review and reflection. In: Robin Nunkoo, Jay Kandampully, Thanika Devi Juwaheer and Seetanah Boopen, International Research Symposium in Service Management Conference Proceedings. IRSSM 2010: International Research Symposium in Service Management, Pointes Aux Piments, Mauritius, (1-23). 24-27 August 2010.

  • Ahmad, Rozila, Scott, Noel and Solnet, David (2010). Strategic human resource management in Malaysian five star hotels: “Best practise” or environmental “fit”?. In: Proceedings of CAUTHE 2010: Challenge the Limits. 20th Annual Council for Australian University Tourism and Hospitality Education (CAUTHE) Conference, Hobart, TAS, Australia, (1-19). 8-11 February 2010.

  • Kralj, A., Downey, J., Solnet, D. and Brown, K. (2009). Formal education and lodging managers' competence: An industry update. In: Evangelos Christou, International CHRIE Conference 2009 Proceedings. 2009 ICHRIE Annual Summer Conference, San Francisco, USA, (1-6). 29 July - 1 August 2009.

  • Ashton, Ann, Scott, Noel, Breakey, Noreen and Solnet, David (2009). Hotel restaurant dining: An examination of the relationship between consumer socio-demographic characteristics and purchase goals. In: Seongseop Kim, Proceedings of the 2009 8th Asia Pacific Forum for Graduate Students Research in Tourism. 2009 8th Asia Pacific Forum for Graduate Students Research in Tourism, Seoul, Korea, (1-11). 7-9 July 2009.

  • Solnet, David and Kralj, Anna (2009). The new kids on the block: Generational changes in the contemporary hospitality workplace. In: Jack Carlsen, Michael Hughes, Kirsten Holmes and Roy Jones, See Change: Tourism and Hospitality in a Dynamic World. 18th Annual CAUTHE Conference, Fremantle, Australia, (1-26). 10-13 February 2009.

  • 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. In: Richardson, S., Fredline, L., Patiar, A. and Ternel, M., Tourism and Hospitality Research, Training and Practice: "Where the 'bloody hell' are we?". Proceedings of the 18th Anuual Council for Australian University Tourism and Hospitality Education, CAUTHE, Conference, Gold Coast, Australia, (1-9). 11-14 February, 2008.

  • Solnet, D., Hood, A. and Barron, P. (2008). Yet another challenge for hospitality managers - Generation Y: A literature review and future research agenda. In: Christou, E. and Sigala, M., Proceedings of the 2008 International CHRIE Conference. 2008 International CHRIE Conference, Atlanta, GA, USA, (456-465). 30 July - 2 August, 2008.

  • Solnet, D. (2007). Social identity theory: A role in hotel industry research. In: Christou, E. and Sigala, M., 2007 I-Chrie Conference. 2007 I-Chrie Conference, Dallas, Texas USA, (457-465). 25-29 July 2007.

  • Solnet, D and Kandampully, (2006). Antecedents and Dimensions of Service Orientation: A Conceptual Framework. In: Dr G. Barry O'Mahony and Mr P. Whitelaw, CAUTHE 2006 Conference: To the City and Beyond.. CAUTHE 2006 Conference: To the City and Beyond., Sofitel - Melbourne, (320-335). 6-9 February 2006.

  • Solnet, D and Kandampully, (2006). Competitive Advantage Through Service-Orientation: Strategic Directions for the Hospitality Industry. In: Dr D. J. Mount, 2006 Annual I-CHRIE Conference Proceedings. 2006 Annual I-CHRIE Conference Proceedings, Virginia USA, (323-330). 26-30 July 2006.

  • Solnet, D, Robinson, R N S and Barron, P E (2006). Innovations in tourism education industry partnerships: An analysis of event management student experiences. In: Dr C. Arcodia, Dr M. Whitford and Ms C Dickson, Global Events Congress and Event Educators' Forum. Global Events Congress and Event Educators' Forum, Brisbane, Australia, (66-75). 27-29 September, 2006.

  • Solnet, D. and Paulsen, N. (2005). Rebranded Hotel Properties: The role of service climate and employee identity in predicting customer satisfaction. In: H. Qu, 2005 I-CHRIE Annual Conference Proceedings. 2005 I-CHRIE Annual Conference, Las Vegas, NV USA, (368-376). 27-31 July 2005.

  • Solnet, D. (2004). Linking Industry and Education Providers: A Relationship Management Approach. In: C. Cooper, C. Arcodia, D. Solnet and M. Whitford, CAUTHIE 2004: Creating Tourism Knowledge (14th International Research Conference of the Council for Australian University Tourism and Hospitality Education). Cauthe 2004: Creating Tourism Knowledge, Brisbane Convention & Exhibition Centre, (726-733). 10-13 February 2004.

  • Solnet, D. (2003). The Missing in Action Workforce. In: H. Qu, An Oasis of Hospitality and Tourism. The International Council for Hotel, Resturant and Institutional Education, Palm Springs, (386-392). 6-9 August, 2003.

Other Outputs

Grants (Administered at UQ)

PhD and MPhil Supervision

Current Supervision

  • Doctor Philosophy — Principal Advisor

  • Doctor Philosophy — Principal Advisor

    Other advisors:

  • Doctor Philosophy — Associate Advisor

    Other advisors:

  • Doctor Philosophy — Associate Advisor

Completed Supervision