Investigating the relationship between employee satisfaction and guest satisfaction

Spinelli, Mauro

doi:10.1016/s0010-8804(00)89019-9

Cited by 87 publications

(90 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Job satisfaction is related to intentions to turnover (Hulin 1991). Furthermore, Spinelli and Canavos (2000) found that across surveyed guests and employees at six full-service hotels in four major cities, employee satisfaction and guest satisfaction were significantly and positively linked.…”

Section: Organizational Individual and Family Outcomesmentioning

confidence: 98%

A model of work-family dynamics of hotel managers

Mulvaney

O’Neill

Cleveland

et al. 2007

Annals of Tourism Research

115

119

View full text Add to dashboard Cite

The tourism industry is well known as one where operating managers have had to make sacrifices in their family and personal lives. This article reviews what is known about the work-family interface in relation to hotel managers in an effort to identify ways to gain a strategic advantage in this competitive sector. By integrating research from several disciplines, this article presents a heuristic framework delineating organizational level inputs to workfamily relationships for tourism managers. It examines organizational-, individual-, and family-level outcomes of the interface, as well as the processes linking these components and moderators thought to impact these relationships. Conclusions focus on innovative practices implemented to address work-family concerns. Keywords: work-family linkages, policies, hotel sector, human resources. Ó 2006 Elsevier Ltd. All rights reserved.Résumé: Un modèle de la dynamique travail-famille des directeurs d'hôtel. Il est bien connu que le tourisme est une industrie où les directeurs d'opération sont obligés de faire de grands sacrifices dans leur vie familiale et personnelle. Cet article fait le point sur ce que l'on sait de l'interface travail-famille chez les directeurs d'hôtel afin d'identifier des faç-ons de gagner un avantage stratégique dans ce secteur compétitif. En intégrant des recherches de plusieurs disciplines, l'article présente un cadre heuristique représentant des apports organisationnels aux relations travail-famille pour les directeurs de tourisme. On examine les résultats aux niveaux organisationnel, individuel et familial de l'interface aussi bien que les processus qui relient ces éléments et les facteurs qui semblent avoir un effet sur ces relations. Les conclusions portent surtout sur des pratiques innovatrices pour aborder les questions de travail-famille. Mots-clés: liens travail-famille, politiques, secteur hôtelier, ressources humaines. Ó

show abstract

Section: Organizational Individual and Family Outcomesmentioning

confidence: 98%

A model of work-family dynamics of hotel managers

Mulvaney

O’Neill

Cleveland

et al. 2007

Annals of Tourism Research

115

119

View full text Add to dashboard Cite

show abstract

“…Jamal and Naser [11] discussed that "customer satisfaction is generally defined as a feeling or judgment by customers towards products or services after they have been used them". Spinelli and Canavos [12] argued that satisfaction of customer is a criterion for evaluating loyalty and word of mouth behavior in service industry. Satisfaction has three main aspects; core services, personnel and organization, physical environment is also a major element of satisfaction moreover, locations and numbers of branches also impact on customer satisfaction AL-Eisa and Alhemoud [13].…”

Section: Customer Satisfactionmentioning

confidence: 99%

The Relationship between Customer Satisfaction and Return on Equity in Banking Sector

2018

Adv. in Nat. Appl. Sci.

View full text Add to dashboard Cite

“…In hotel firms, frontline employees have direct interaction with customers, and customer perception, satisfaction and loyalty are developed during such interactions (Yeh 2013). Frontline employees should themselves be satisfied in order to deliver quality service and to satisfy customers (Spinelli and Canavos 2000). Satisfied frontline employees can maintain high performance and deliver quality services (Kusluvan 2003;LaLopa 1997), since satisfied employees have satisfied customers.…”

Section: Service Quality and Hotel Corporations' Employeesmentioning

confidence: 99%

La experiencia en la relación entre los empleados de primera línea y los clientes: caso exploratorio sobre la identificación con la misión en la industria de la hotelería española

Forné

2015

turismo

View full text Add to dashboard Cite

Corporations in the hospitality industry have to succeed in creating experiences. This requires having a direct relationship with consumers and knowing their behaviour trends (i.e. through satisfaction questionnaires). This paper provides the results of a study of six Spanish hotel firms. Based on a face-to-face sample of interviews to 66 Spanish hotel managers and front-line reception employees, the findings suggest that employees' corporation mission identification is highly correlated with customer identification outlined here through the percentage of satisfaction questionnaires filled. Keywords:Corporate mission identification; customer-to-employee interaction experience; Spain hospitality industry.La experiencia en la relación entre los empleados de primera línea y los clientes: caso exploratorio sobre la identificación con la misión en la industria de la hotelería española RESUMEN Las empresas de la industria de la hotelería deben saber destacar por lo que a creación de experiencias se refiere. Para ello es necesario tener una relación directa con los consumidores y conocer sus tendencias de comportamiento (por ejemplo, a través de los cuestionarios de Recibido: 27 de mayo de 2014 Devuelto para su revisión: 7 de noviembre de 2014 Aceptado: 16 de diciembre de 2014 Universitat de Girona. Plaça Josep Ferrater i Mora, 1. 17004 GIRONA (España). E-mail: researchexperiencetourism@gmail.com FRANCESC FUSTÉ FORNÉ 198Cuadernos de Turismo, 36, (2015), 197-218 satisfacción). El presente artículo presenta los resultados de un estudio realizado en seis hoteles españoles. A partir de las entrevistas a 66 cargos directivos y recepcionistas de los hoteles estudiados, los resultados demuestran que la identificación con la misión corporativa de los empleados está estrechamente relacionada con la identificación del cliente, justificada a través del porcentaje de cuestionarios de satisfacción que estos rellenan.Palabras clave: Identificación con la misión corporativa; experiencia en la interacción entre cliente y empleado; industria de la hotelería en España.

show abstract

Investigating the relationship between employee satisfaction and guest satisfaction

Cited by 87 publications

References 0 publications

A model of work-family dynamics of hotel managers

A model of work-family dynamics of hotel managers

The Relationship between Customer Satisfaction and Return on Equity in Banking Sector

La experiencia en la relación entre los empleados de primera línea y los clientes: caso exploratorio sobre la identificación con la misión en la industria de la hotelería española

Contact Info

Product

Resources

About