Service climate and customer satisfaction in a casino hotel: An exploratory case study

Investigation on Chinese Senior Tourists

“…The second part consisted of questions on the perception of the casino hotel. The scale for the perception of the casino hotel was drawn from a study by Kralj and Solnet [43] and Suh and West [44], and consisted of five aspects, namely, high-quality conditions (e.g., room conditions as well as favorable staff), attractive casinos, high-quality restaurants, abundant entertainment programs (e.g., casino show), and convenient shopping facilities. The perceptions of the respondents on the casino hotel were captured on a five-point Likert scale (1=strongly disagree, 5=strongly agree).…”

La calidad del servicio interno en el sector hotelero: objeto e instrumento de estudio multidisciplinar

“…Con el paso del tiempo, ese modelo ha generado una serie de investigaciones, en su mayoría de orden cuantitativo, para explorar los argumentos expuestos en la cadena enfocados hacia la rentabilidad de la empresa mediante el cliente (Jones, 1997;Yee, Yeung y Chen, 2008;Chi y Gursoy, 2009;Kralj y Solnet, 2010;Pantouvakis, 2011;Yee, Yeung y Cheng, 2011), ya que los mismos autores proponen un seguimiento en la relación de variables, debido a que las relaciones expuestas son causales, por lo que se necesita una fundamentación (Yee, Yeung y Cheng, 2011).…”

“…Además de esos estudios multidisciplinares, también se encuentran aquellos en torno a la satisfacción del trabajador pero desde la óptica de la psicología social (Kralj y Solnet, 2010;Chow, Lai y Loi, 2014;Yee et al, 2008;Koys, 2003;Mulki, Jaramillo y Locander, 2008;Sanín y Salanova, 2014), e incluso algunos que comprueban que el cliente percibe la satisfacción del trabajador a través de su comportamiento teniendo ampliaciones en la evaluación de la calidad del servicio (Hartline y Ferrell, 1996). En la industria hotelera, se encuentra el estudio de Karatepe y Uludag (2008), centrado en los efectos del estrés y el agotamiento sobre el desempeño del trabajo.…”

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

“…The challenge for managers is how to create an environment that supports employees at all levels in the consistent delivery of superior service quality (Kralj and Solnet 2010), which must be analysed by means of customer satisfaction indicators considering that service quality is the consumers' subjective judgement of a service. Hereupon, transactionspecific satisfaction is an immediate post-purchase evaluative judgement and, as such, it is an affective reaction to the most recent experience with a firm (Oliver 1993).…”

“…Although previous research has examined the relationship between consumer satisfaction and consumer loyalty (Nam, Ekinci and Whyatt 2011), service climate (Kralj and Solnet 2010) and job satisfaction (Lam, Zhang and Baum 2001;Nadiri and Tanova 2010) among other issues, such as the relationship between human resource management practices, service behaviour and service quality in the tourist hotels (Tsaur and Lin 2004), no previous research has considered these metrics together in hospitality industry. No study has examined the influence of the employee mission identification in the amount of satisfaction questionnaires filled, so the purpose of the research is to measure employee identification with the corporate mission and the hypotheses of this study are: a) the more knowledge there is in relation to satisfaction questionnaires procedures and their usefulness in connection to continuous improvement, the more identified do employees feel, and b) the more identified employees feel, the more satisfied customers feel and a higher proportion of these are willing to fill satisfaction questionnaires (see Figure 3).…”