Employee Motivation and Satisfaction Practices: A Case from Iceland

State and Order of Service Orientation Knowledge in Hospitality and Tourism Research: Systematic Literature Review

“…Whatever the reasons might be, this means that both researchers and practitioners alike are missing out on the full potential of a holistic approach that, based on experience and research within service marketing, is likely to be of use for even better organizational performance (Ally et al 2020;Lai et al 2018). Such an approach, whereby the whole organization is geared toward customer service (Grönroos 2020), considers all aspects of service, from employee engagement (Teimouri et al 2018) and job satisfaction (Asgeirsson et al 2020;Gudlaugsson et al 2022), through formulating the strategy and service promise, to customer satisfaction and loyalty (Grönroos 2017;Groth et al 2019).…”

“…Simultaneously, the conscious strategic building of service culture began to receive attention as a piece of the concept of service (Gummesson 1987b). Such a culture includes mutual beliefs and values regarding customer service excellence (Bellou and Andronikidis 2017;Grönroos 2020), pushes for employee engagement (Teimouri et al 2018) and job satisfaction (Asgeirsson et al 2020;Gudlaugsson et al 2022), and formulates service promises based on the ability and strategy of the organization and customer satisfaction (Grönroos 2017;Groth et al 2019). The importance of service, service provision, and service quality to organizational performance has since been recognized as an axiom in the service marketing literature (George 1977;Grönroos 1978;Groth et al 2019;Lovelock 1983;Regan 1963).…”