The hospitality industry, especially hotels, is always considerate of issues related to improving service so that customers enjoy a more pleasant service experience. Sometimes complicated marketing strategies are used, as part of an entire integrated communications programme, to…
However, there is increasing evidence that consumers are affected more strongly by their interaction with staff members within the hotel industry than through their exposure to promotional marketing and make future purchasing decisions based on this previous experience within the hotel brand.
Why is this of interest to today’s marketers? Employees are only going to provide superior service when they are content with their environment. If the hotel is structured improperly or does not improve the morale of workers, they are likely not going to be as devoted to their job role tasks in the degree expected by corporate policy. Employee satisfaction would seem to be of high concern to the hotel industry due to the fact that consumers often come face-to-face with employees during a periodic or long-term stay in the hotel brand. When customers reflect on their visit, they conduct what is referred to in marketing as a post-purchase evaluation. In this evaluation, they are likely to assess not only the tangible factors such as aesthetic appeal or the comfort of the mattress, they are going to consider how they interacted and were treated by the service staff. Specific individuals will likely be remembered over others based on the level of quality of this interaction. Post-purchase evaluation is part of the general consumer profile after making a purchase, therefore making a good impression the first time is a key business success strategy for positive service delivery.
This independent research project explores the relation of employee satisfaction on overall service delivery, specifically attempting to discover how reduced satisfaction can adversely impact the consumers’ perception of quality and value. In what ways does reduced employee satisfaction cause future sales problems with hotel brands in achieving success in positive service delivery.
To discover: In what ways does reduced employee satisfaction impact service delivery in the ...
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