The Impact of Factors FormingEmployee Service Attitude on Service Quality, Customer Satisfaction and Loyalty in the Hotel Industry
0
조회
0
다운로드
11
인용
0
참고문헌
키워드
초록
Purpose: This study investigates the effects of hotel employees’ service attitude on service quality and examines the relationships among hotel employees’ service attitude, service quality, customer satisfaction, and loyalty. Design/methodology/approach: A survey was administered to hotel employees in Tianjin, China. Factor analysis and regression analysis were used to test the effects and the relationships. Findings: Results show that emotional intelligence and role clarity have significant effects on service quality and customer satisfaction. However, job satisfaction does not, which is quite different from previous studies observed other than hotel employees in Tianjin, China. It means job satisfaction for the hotel employee in this region is just a factor of basic requirement to work, not a factor of improving service quality. This study also finds that service quality and customer satisfaction have a significant influence on customer loyalty. Research limitations/implications: This study was limited to hotel employees in Tianjin, China. This study concludes that hotel management needs to be more attentive to employees’ emotional intelligence and role clarity in order to attract or retain loyal customers and keep them satisfied. Originality/value: This study identified the relationship between employees’ service attitude and service quality, customer satisfaction and loyalty. Knowledge of these relationships can guide managers in China’s new hotel market.
Abstract
Purpose: This study investigates the effects of hotel employees’ service attitude on service quality and examines the relationships among hotel employees’ service attitude, service quality, customer satisfaction, and loyalty. Design/methodology/approach: A survey was administered to hotel employees in Tianjin, China. Factor analysis and regression analysis were used to test the effects and the relationships. Findings: Results show that emotional intelligence and role clarity have significant effects on service quality and customer satisfaction. However, job satisfaction does not, which is quite different from previous studies observed other than hotel employees in Tianjin, China. It means job satisfaction for the hotel employee in this region is just a factor of basic requirement to work, not a factor of improving service quality. This study also finds that service quality and customer satisfaction have a significant influence on customer loyalty. Research limitations/implications: This study was limited to hotel employees in Tianjin, China. This study concludes that hotel management needs to be more attentive to employees’ emotional intelligence and role clarity in order to attract or retain loyal customers and keep them satisfied. Originality/value: This study identified the relationship between employees’ service attitude and service quality, customer satisfaction and loyalty. Knowledge of these relationships can guide managers in China’s new hotel market.
참고문헌 (64)
- Belás, J., "The relationship among customer satisfaction, loyalty and financial performance of commercial banks", E&M Economics and Management, 19(1), pp.132~147 (2016)[DOI]
- Bitner, M. J., "Critical service encounters : the employee’s viewpoint", Journal of Marketing, 58(4), pp.95~106 (1994)
- Blau, G., "Testing the longitudinal impact of work variables and performance appraisal satisfaction on subsequent overall job satisfaction", Human Relations, 52(8), pp.1099~1113 (1999)
- Bowen, J. T., "The relationship between customer loyalty and customer satisfaction", International Journal of Contemporary Hospitality Management, 13(4), pp.213~217 (2001)
- Boxall, P., "Strategy and Human Resource Management" (2003), Palgrave Macmillan
- Brady, M. K. J r., "Performance-only measurement of service quality : A replication and extension", Journal of Business Research, 55, pp.27~31 (2002)
- Bush, R. F., "The relationship of tenure and age to role clarity and its consequences in the industrial salesforce", Journal of Personal Selling & Sales Management, 2(1), pp.17~23 (1981)
- Caruana, A., "Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction", European Journal of Marketing, 36(7, pp.8) (2002), 811~828
- Chebat, J. C., "What makes contact employees perform? Reactions to employee perceptions of managerial practices", Journal of Bank Marketing, 20(7), pp.325~332 (2002)
- Chen, W. H., "Benchmarking quality goals in service systems", The Journal of Services Marketing, 12(2), pp.113~128 (1998)
- Choi, J. G., "Introduction to hotel management" (2011), Baeksan publishing
- Churchill, G. A., "The determinants of salesperson performance : a meta-analysis", Journal of Marketing Research, 22(2), pp.103~118 (1985)
- De Ruyter, K., "Role stress in call centres : its effects on employee performance and satisfaction", Journal of Interactive Marketing, 15(2), pp.23~35 (2001)
- Dunning, J. H., "Transnational Corporations in International Tourism" (1982), UNTC
- Mohammed Ismail El-Adly, "Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty", Journal of Retailing and Consumer Services, 50, pp.322~332 (2019), Elsevier BV[DOI]
- A. Neal Geller, "Tracking the Critical Success Factors for Hotel Companies", Cornell Hotel and Restaurant Administration Quarterly, 25(4), pp.76~81 (2016), SAGE Publications[DOI]
- Goleman, D., "The Emotionally Intelligent Workplace" (2001), Jossey-Bass
- Goodman, D., "The State in Transition: Processes and contests in local China" (2008), Routledge
- "Greater China Hotel Report" (2020)[URL]
- Griffin, J., "Customer Loyalty: How to Earn It, how to Keep It" (2002), Jossey-Bass
- Strategic management and marketing in the service sector, Marketing Science Institutes working paper series, "Gronross, C.", Marketing Science Institute, ~ (1983)
- Gronross, C., "A service quality model and its marketing implications", European Journal of Marketing, 18(4), pp.36~44 (1984)
- Güldal Güleryüz, "The mediating effect of job satisfaction between emotional intelligence and organisational commitment of nurses: A questionnaire survey", International Journal of Nursing Studies, 45(11), pp.1625~1635 (2008), Elsevier BV[DOI]
- Jooyeon Ha, "Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment", International Journal of Hospitality Management, 29(3), pp.520~529 (2010), Elsevier BV[DOI]
- Seohui Han, "Passengers’ perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement", Tourism Management, 33(5), pp.1103~1111 (2012), Elsevier BV[DOI]
- Heesup Han, "Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention", International Journal of Hospitality Management, 63, pp.82~92 (2017), Elsevier BV[DOI]
- Fei Hao, "COVID-19 and China’s Hotel Industry: Impacts, a Disaster Management Framework, and Post-Pandemic Agenda", International Journal of Hospitality Management, 90, pp.102636~ (2020), Elsevier BV[DOI]
- Charles Dennis, "E‐retailing by banks: e‐service quality and its importance to customer satisfaction", European Journal of Marketing, 43(9, pp.10) (2009), 1220~1231[DOI]
- Heskett, J. L., "Putting the serviceprofit chain to work", Harvard Business Review, 72(2), pp.164~174 (1994)
- Hossny, E. K., "Role clarity as a predector of nurses' job satisfaction", Assiut Scientific Nursing Journal, 8(21), pp.65~73 (2020)
- 조선영, "메디컬스킨케어 에스테티션의 직무만족이 서비스 품질에 미치는 영향 분", 대한미용학회지, 13(3), pp.267~276 (2017), 대한미용학회[DOI]
- Kandampully, J., "Customer loyalty in the hotel industry: the role of customer satisfaction and image" (2000), MCB UP Ltd
- 김지연, "Kano 모형과 PCSI 지수를 이용한 헤어샵의 물리적 환경과 서비스 품질 - 실내 편의성을 중심으로 -", 대한미용학회지, 12(1), pp.77~84 (2016), 대한미용학회[DOI]
- Wansoo Kim, "Customer Orientation of Service Employees and Rapport: Influences On Service-Outcome Variables in Full-Service Restaurants", Journal of Hospitality & Tourism Research, 34(1), pp.34~55 (2009), SAGE Publications[DOI]
- Kriegl, U., "International hospitality management", The Cornell Hotel and Restaurant Administration Quarterly, 41(2), pp.64~71 (2000)
- Larsen, S., "Service attitude in hotel and restaurant staff and nurses", International Journal of Contemporary Hospitality Management, 4, pp.27~31 (1991)
- Hyun Jung Lee, "How emotional intelligence relates to job satisfaction and burnout in public service jobs", International Review of Administrative Sciences, 84(4), pp.729~745 (2018), SAGE Publications[DOI]
- Moonkyu Lee, "A cost", benefit approach to understanding service loyalty, 2001, pp.15(2), 113~130[DOI]
- Won Seok Lee, "Attributes of the coffee shop business related to customer satisfaction", Journal of Foodservice Business Research, 21(6), pp.628~641 (2018), Informa UK Limited[DOI]
- Lele, M. M., "The Customer Is Key" (1993), John Wiley Sons Inc
- Lenka, U., "Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial Banks", The Journal of Entrepreneurship, 18, pp.47~64 (2009)
- Lewis, R. C., "Emerging Perspectives on Service Marketing", pp.99~107 (1983), American Marketing Association
- Malhotra, N., "The relative influence of organizational commitment and job satisfaction on service quality of customer-contact employees in banking call centers", Journal of Services Marketing, 18, pp.162~174 (2004)
- Perceived employee productivity in a public organization: Sudan National Ministry of Health, "Mustafa, S. H.", University of Washington, ~ (2011)
- Chara Papoutsi, "Emotional Intelligence as an Important Asset for HR in Organizations: Attitudes and Working Variables", International Journal of Advanced Corporate Learning (iJAC), 12(2), pp.21~ (2019), International Association of Online Engineering (IAOE)[DOI]
- Zeithaml, V. A., "Problems and strategies in services marketing", Journal of marketing, 49(2), pp.33~46 (1985)
- Pfeffer, J., "The human equation : Building profits by putting people first" (1998), Harvard Business School Press
- Prince, J. T., "A Comprehensive Review of Multimarket Competition Research", Journal of Management, 39(1), pp.76~109 (2009)
- Qu, H., "Service Quality Gap in China's Hotel Industry : a Study of Tourist Perceptions and Expectations", Journal of Hospitality & Tourism Research, 22(3), pp.252~267 (1998)
- Reichheld, F. F., "The Loyalty Effect" (1996), Harvard Business School Press
- Sachdev, S. B., "Relative importance of service quality dimensions : a multisectoral study", Journal of Services Research, 4(1), pp.93~116 (2004)
- Rowden, R. W., "The relationship between workplace learning and job satisfaction in US small midsize businesses", Human Resource Development Quarterly, 13(4), pp.407~425 (2002)
- Şahin, F., "Service Employee’s Emotional Intelligence and Customer’s Evaluations of Service Quality in Hospitality Industry", Journal of Advanced Management Science, 8(2), pp.65~69 (2020)
- Salovey, P., "Emotional intelligence", Imagination, Cognition, and Personality, 9, pp.185~211 (1990)
- Selnes, F., "An examination of the effect of product performance on brand reputation, satisfaction and loyalty", European Journal of Marketing, 27(9), pp.19~35 (1993)
- Spector, P. E., "Job satisfaction" (1997), Sage
- Spinelli, M. A., "The Effect of Management Commitment To Service On Employee Service Behaviors : the Mediating Role of Job Satisfaction", Cornell Hospitality Quarterly, 41(6), pp.29~33 (2000)
- Teas, R. K., "A path analysis of causes and consequences of salesmen’s perceptions of role clarity", Journal of Marketing Research, 16(3), pp.335~369 (1979)
- Tornow, W. W., "Service quality and management practices : a look at employee attitudes, customer satisfaction, and bottom-line consequences", Human Resource Planning, 14(2), pp.105~115 (1991)
- Uslu, O., "The Impact of Emotional Intelligence on Employees’ Attitudes", Journal of Applied Management and Investments, 8(1), pp.32~43 (2019)
- Wong, A., "Service quality and customer loyalty perspectives on two levels of retail relationships", Journal of Services Marketing, 17(5), pp.495~513 (2003)
- Yazdanifard, R., "The Influence of Employee Attitudes and Company Brand on Customers loyalty in global market" (2011), IACSIT Press
- Yi, Y., "Review of Marketing", pp.68~123 (1990), American Marketing Association
- Zeidner, M., "Emotional intelligence in the workplace : a critical review", Applied Psychology : An International Review, 53(3), pp.371~399 (2004)
