KaydedilenlerDerginizi ekleyin

Dergiler / Journal of Hospitality and Tourism Issues / 2022 / Cilt: 4 Sayı: 2

Customer and Employee Satisfaction in Hotels

Asier Baquero(Westford University College)0000-0002-9500-9344
Sayfa
69–83
Yayın Tarihi
2022-12-31
🏛️Bu makalenin bibliyografik verileri ve tam metin bağlantısı DergiPark üzerinden sağlanmıştır.
DergiPark Kaydı ↗
✨

Yapay Zeka Hızlı Bakış & Çıkarımlar

AI Insight
⚡ TL;DR(1 Cümlede Hızlı Çıkarım)

The results show a clear difference between departments that are managed directly by the hotel and those that are outsourced (housekeeping and entertainment), which did not show a predictive relationship between employee and customer satisfaction.

📌 3 Maddede Bu Makale

🎯
Amaç & Hipotez:Various academic studies have been conducted on customer and employee satisfaction in the service industries.
📊
Temel Bulgular & Veri:This research focuses on the hotel sector, exploring 1) job satisfaction (intrinsic, extrinsic, and general) in departments whose employees most frequently come into contact with hotel customers (reception, housekeeping, bar and restaurant, kitchen, and entertainment); and 2) customer satisfaction for these departments.
💡
Sonuç & Katkı:The results show a clear difference between departments that are managed directly by the hotel and those that are outsourced (housekeeping and entertainment), which did not show a predictive relationship between employee and customer satisfaction.
🔬Tür:Araştırma Makalesi
📍Kapsam:2021 Verileri
⚙️Değişkenler:customer satisfaction · job satisfaction · outsourcing

Özet

Various academic studies have been conducted on customer and employee satisfaction in the service industries. This research focuses on the hotel sector, exploring 1) job satisfaction (intrinsic, extrinsic, and general) in departments whose employees most frequently come into contact with hotel customers (reception, housekeeping, bar and restaurant, kitchen, and entertainment); and 2) customer satisfaction for these departments. The aim of this research is to examine customer and job satisfaction in the aforementioned departments in greater depth. The research was carried out at the beginning of the 2021 summer season, during the COVID-19 pandemic. A sample of 1,488 individuals was analyzed to find out if employee job satisfaction can predict customer satisfaction. Customer satisfaction was minimally explained by the three dimensions of employee satisfaction (intrinsic, extrinsic, and general), although not in all departments. Extrinsic employee satisfaction achieved higher results than intrinsic employee satisfaction in the reception, kitchen, and bar and restaurant departments. The results show a clear difference between departments that are managed directly by the hotel and those that are outsourced (housekeeping and entertainment), which did not show a predictive relationship between employee and customer satisfaction.

Abstract

Various academic studies have been conducted on customer and employee satisfaction in the service industries. This research focuses on the hotel sector, exploring 1) job satisfaction (intrinsic, extrinsic, and general) in departments whose employees most frequently come into contact with hotel customers (reception, housekeeping, bar and restaurant, kitchen, and entertainment); and 2) customer satisfaction for these departments. The aim of this research is to examine customer and job satisfaction in the aforementioned departments in greater depth. The research was carried out at the beginning of the 2021 summer season, during the COVID-19 pandemic. A sample of 1,488 individuals was analyzed to find out if employee job satisfaction can predict customer satisfaction. Customer satisfaction was minimally explained by the three dimensions of employee satisfaction (intrinsic, extrinsic, and general), although not in all departments. Extrinsic employee satisfaction achieved higher results than intrinsic employee satisfaction in the reception, kitchen, and bar and restaurant departments. The results show a clear difference between departments that are managed directly by the hotel and those that are outsourced (housekeeping and entertainment), which did not show a predictive relationship between employee and customer satisfaction.

🔖

Bu Makaleye Atıf Yap

Baquero, A. (2022). Customer and Employee Satisfaction in Hotels. Journal of Hospitality and Tourism Issues, Cilt: 4 Sayı: 2, 69–83. https://doi.org/10.51525/johti.1172181

📄 Tam Metin PDF Okuyucu

📄

PDF görüntüleyici hazırlanıyor...

Kaynakça (50)

  1. Abukhalifeh, A. N., & Albattat, A. R. (2017, September). Using structural equation modelling to evaluate the hotel restaurants’ service quality dimensions, satisfaction and customer’s loyalty. In 5th Tourism and Hospitality International Conference, Kuala Lumpur, Malasia.
  2. Aguilar, N., Magaña, D., & Guzman, C. (2014). Satisfacción laboral en profesores investigadores universitarios. In Global Conference on Business and Finance Proceedings, San Jose, Costa Rica: The Institute for Business and Finance Research.
  3. Alderete, A. M. (2006). Fundamentos del análisis de regresión logística en la investigación psicológica. Revista Evaluar, 6(1), 52-67. https://doi.org/10.35670/1667-4545.v6.n1.534
  4. Ambepitiya, K. R., & Dharmasiri, U. R. (2017). The study of professional training to improve customer satisfaction in small and medium scale hotels in Sri Lanka. International Journal of Theory & Practice, 8(1), 82-105. http://doi.org/10.4038/cbj.v8i1.14
  5. Baquero, A., Delgado, D., Escortell, R., and Sapena, J. (2020). The influence of transformational and authentic leadership on the satisfaction of hotel customers in the Canary Islands. Tourism and Hospitality Research, 1 -14. https://doi.org/10.1177/1467358419891458
  6. Baquero, A. (2022). Net Promoter Score (NPS) and Customer Satisfaction: Relationship and Efficient Management. Sustainability, 14(4), 2011. https://doi.org/10.3390/su14042011
  7. Bonfanti, A., Vigolo, V., & Yfantidou, G. (2021). The impact of the Covid-19 pandemic on customer experience design: The hotel managers’ perspective, International Journal of Hospitality Management, 94, 102871. https://doi.org/10.1016/j.ijhm.2021.102871
  8. Chi, C. G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28(2), 245-253. https://doi.org/10.1016/j.ijhm.2008.08.003
  9. Chin, W. L., & Musa, S. F. (2021). Agritourism resilience against Covid-19: Impacts and management strategies. Cogent Social Sciences, 7(1), 1950290. https://doi.org/10.1080/23311886.2021.1950290
  10. Chigozie, N. E. (2017). Impact of Organizational Conflict on Employee Job Performance in Selected Hotels (in Lagos Nigeria). International Scientific Journal Turizam, 21(1), 45-64. https://doi.org/10.18421/TRZ21.01-04
  11. Davila, C., & Jimenez, G. (2014). Sentido de pertenencia y compromiso organizacional: predicción del bienestar. Revista de Psicología, 32(2), 272-302.
  12. Dominguez-Falcon, C., Martin-Santana, J. D., & De Saa-Perez, P. (2016). Human resources management and performance in the hotel industry. International Journal of Contemporary Hospitality Management, 28(3), 490-515. https://doi.org/10.1108/IJCHM-08-2014-0386
  13. Escortell, R., Baquero, A., Delgado B. (2020). The impact of transformational leadership on the job satisfaction of internal employees and outsourced workers. Cogent Business Management, 7(1):1837460. https://doi.org/10.1080/23311975.2020.1837460
  14. Gonzalez, F., Lopez-Guzman, T., & Sanchez, S. (2011). Satisfacción laboral como factor crítico para la calidad. El caso del sector hostelero de la provincia de Córdoba - España. Estudios y Perspectivas en Turismo, 20, 1047-1068.
  15. Herath, H., Cooray, N., & Perera, H. (2016). Determinants of customer satisfaction level in tourist hotel industry. International research journal of management & humanities, 3(1), 332-340.
  16. Hensens, W. (2015). The future of hotel rating. Journal of Tourism Futures, Journal of Tourism Futures, 1(1), 69-73. https://doi.org/10.1108/JTF-12-2014-0023
  17. Hirschfeld, R. R. (2000). Does Revising the Intrinsic and Extrinsic Subscales of the Minnesota Satisfaction Questionnaire Short Form Make a Difference? Educational and Psychological Measurement, 60(2), 255–270. https://doi.org/10.1177/00131640021970493
  18. Hodari, D., Waldthausen, V., & Sturman, M. (2014). Outsourcing and role stress: An empirical study of hotel spa managers. International Journal of Hospitality Management, 37, 190–199. https://doi.org/10.1016/J.IJHM.2013.11.006
  19. Huang, X., & Van De Vliert, E. (2003), Where intrinsic job satisfaction fails to work: national moderators of intrinsic motivation. Journal of Organizational Behavior, 24(2), 159-179. https://doi.org/10.1002/job.186
  20. Jung, H. S., & Yoon, H. H. (2013). Do employees’ satisfied customers respond with an satisfactory relationship? The effects of employees’ satisfaction on customers’ satisfaction and loyalty in a family restaurant. International Journal of Hospitality Management, 34, 1-8. https://doi.org/10.1016/J.IJHM.2013.02.003
  21. Jung, H. S., Jung, Y. S., & Yoon, H. H. (2021). COVID-19: The effects of job insecurity on the job engagement and turnover intent of deluxe hotel employees and the moderating role of generational characteristics. International Journal of Hospitality Management, 92, 102703. https://doi.org/10.1016/j.ijhm.2020.102703
  22. Kansal, P. (2012). Linkage Research Model of Indian Hotel Industry. Indian Journal of Industrial Relations, 48(2), 217-232.
  23. Karatepe, O. M., Saydam, M. B. & Okumus, F. (2021). COVID-19, mental health problems, and their detrimental effects on hotel employees’ propensity to be late for work, absenteeism, and life satisfaction, Current Issues in Tourism, 24(7), 934-951. https://doi.org/10.1080/13683500.2021.1884665
  24. Kim, H., & Qu, H. (2020). Effects of employees’ social exchange and the mediating role of customer orientation in the restaurant industry. International Journal of Hospitality Management, 89, 102577. https://doi.org/10.1016/j.ijhm.2020.102577
  25. Majo, J., Ramirez, A., & Moya, D. (2021). The effect of reviews on the online reputation of hotels in Latin America. International Journal of Tourism and Hospitality Management, 4(1), 206-226.
  26. Mao, Y., He, J., Morrison, A. M. & Coca-Stefaniak, J. A. (2020). Effects of tourism CSR on employee psychological capital in the COVID-19 crisis: form the perspective of conservation of resources theory. Current issues in Tourism. https://doi.org/10.1080/13683500.2020.1770706
  27. Markovic, S., & Jankovic, S. R. (2013). Exploring the Relationship between Service Quality and Customer Satisfaction in Creation Hotel Industry. Tourism and Hospitality Management, 19, 149-164.
  28. Mehta, M. P., Kumar, G. & Ramkumar, M. (2021). Customer expectations in the hotel industry during the COVID-19 pandemic: a global perspective using sentiment analysis. Tourism Recreation Research. https://doi.org/10.1080/02508281.2021.1894692
  29. Molinillo, S., Ximenez-de-Sandoval, J. L., Fernandez-Morales, A., & Coca-Stefaniak, A. (2016). Hotel Assessment through Social Media: The case of TripAdvisor. Tourism and Management Studies, 12(1), 15-24. https://doi.org/10.18089/tms.2016.12102
  30. Morillo, M., & Morillo, M. (2016). Satisfacción del usuario y calidad de servicio en alojamientos turísticos del estado Mérida, Venezuela. Revista de Ciencias sociales, 3(2), 111-131.
  31. Nikou, S., Bin Selemat, H., Yussoff, R. C. M., & Khiabani, M. M. (2016). Corporate/Hotel Image, Customer Satisfaction, and Customer Loyalty: A Literature Review (1983-2013). International Journal of Research in Management Issue, 6(6), 43-58.
  32. Pacheco, L. (2017). Customer Satisfaction in Portuguese Hotels: Evidence for Different Regions and Hotel Segments. Tourism Analysis, 22(3), 337-347. https://doi.org/10.3727/108354217X14955605216087
  33. Pupo, B., & Garcia, G. (2014). Relación entre el clima organizacional, la satisfacción laboral y la satisfacción del cliente. Caso de hotel de la cadena Islazul en el oriente cubano. Revista Caribeña de Ciencias Sociales, 10, 1-11.
  34. Radojevic, T., Stanisic, N., & Stanic, N. (2017). Inside the Rating Scores: A Multilevel Analysis of the Factors Influencing Customer Satisfaction in the Hotel Industry. Cornell Hospitality Quarterly, 58(2), 134-164. https://doi.org/10.1177/1938965516686114
  35. Rahman, F., Sayeda, T., & Beri, E. (2015). Economics of Improving Hospitality Management in Bangladesh through Employee Satisfaction. Journal of Emerging Trends in Economical and Management Sciences, 6(4), 276-284.
  36. Reshidi, D. S. S., Zeqiri, M. A., & Kajtazi, M. S. (2016). Management of relationship between customer satisfaction and services in hotel industry in Prishtina. ILIRIA International Review, 6(2), 9-30. https://doi.org/10.21113/iir.v6i2.265
  37. ReviewPro (2021), https://www.reviewpro.com/products/guest-survey-solution/ (accessed 30 August 2021).
  38. Ríos, M. A., Ortega, F. J., & Matilla, M. (2016). La estancia perfecta en hoteles de 4 y 5 estrellas de Sevilla a través del análisis de los comentarios en TripAdvisor - Determinación de los principales ítems. International Journal of Information Systems and Tourism, 1(1), 8–25.
  39. Ryu, K., & Han, H. (2010). Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price. Journal of Hospitality y Tourism Research, 34(3), 310-329. https://doi.org/10.1177/1096348009350624
  40. Singh, A. K., & Sharma, V. (2011). Knowledge management antecedents and its impact on employee satisfaction. The Learning Organization, 18(2), 115-130. https://doi.org/10.1108/09696471111103722
  41. Singh, H., Al-Amin, A. Q., Baroto, M. B., Jamil, R., & Pazyar, M. (2016). Employee Job Satisfaction, Customer Satisfaction and Profitability in 5-Star Hotels in Kuala Lumpur. Advanced Science Letters, 22(5), 1489-1492. https://doi.org/10.1166/asl.2016.6652
  42. Tziner, A., Oren, L., Bar, Y., & Kadosh, G. (2011). Corporate Social Responsibility, Organizational Justice and Job Satisfaction: How do They Interrelate, If at All? Revista de Psicología del Trabajo y de las Organizaciones, 27(1), 67-72. https://doi.org/10.5093/tr2011v27n1a7
  43. Weiss, D. J., Davis, R. V, England, G., & Lofquist, L. (1967). Manual for the Minnesota Satisfaction Questionnaire. Industrial Relations Centre. Minneapolis, EE. UU.: Industrial Relations Centre, University of Minneapolis.
  44. Wernimont, P. F. (1966). Intrinsic and extrinsic factors in job satisfaction. Journal of Applied Psychology, 50(1), 41–50. https://doi.org/10.1037/h0022938
  45. Wong, A. K. F., Kim, S., Kim, J., & Han, H. (2021). How the COVID-19 pandemic affected hotel Employee stress: Employee perceptions of occupational stressors and their consequences. International Journal of Hospitality Management, 93. https://doi.org/10.1016/j.ijhm.2020.102798
  46. Woon, L. P., & Kahl, C. (2015). Employment Empowerment through Human Resource Department in Enriching Employee Satisfaction: The Hilton Way in Malaysia. TEAM Journal of Hospitality and Tourism, 12(1), 21-37.
  47. Worsfold, K., Fisher, R., McPhail, R., Francis, M., & Thomas, A. (2016). Satisfaction, value and intention to return in hotels. International Journal of Contemporary Hospitality Management, 28(11), 2570-2588. https://doi.org/10.1108/IJCHM-04-2015-0195
  48. Wu, G., Liang, L. & Gursoy, D. (2021). Effects of the new COVID-19 normal on customer satisfaction: Can facemasks level off the playing field between average-looking and attractive-looking employees? International Journal of Hospitality Management, 97, 102996. https://doi.org/10.1016/j.ijhm.2021.102996
  49. Yan, Z., Mansor, Z.D., Choo, W.C., Abdullah, A. R. (2021). How to Reduce Employees' Turnover Intention from the Psychological Perspective: A Mediated Moderation Model. Psychology Research and Behavior Management, 14, 185-197. https://doi.org/10.2147/PRBM.S293839
  50. Yu, J., Seo, J., Hyun, S. S. (2021). Perceived hygiene attributes in the hotel industry: customer retention amid the COVID-19 crisis. International Journal of Hospitality Management, 93, 102768. https://doi.org/10.1016/j.ijhm.2020.102768