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The impact of employee behaviour on customers' service quality perceptions and overall satisfaction
Hanan Saad Kattara, Dina Weheba and Osman Ahmed El-Said
Tourism and Hospitality Research
Vol. 8, No. 4, Special Issue: Papers from the 17th Annual International CHME Research Conference, Strathclyde, May 2008 (OCTOBER 2008), pp. 309-323
Published by: Sage Publications, Ltd.
Stable URL: http://www.jstor.org/stable/23745454
Page Count: 15
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The present study is an attempt to investigate the relationship between employees' positive and negative behaviours, customers' perception of service quality and overall customer satisfaction. Results of the current study revealed that all employees' behaviours, either negative or positive, are highly correlated to the customers' overall satisfaction. The study traced the impact of behaviours on customers' perceptions and overall satisfaction through studying the relevant literature and by gauging opinions on the impact of employees' behaviours on customers' perceptions of quality and overall satisfaction. Findings in this context confirmed the correlation between these variables and their consecutive and exchanging effect. It was also concluded that employees' behaviours have great effect on overall customer satisfaction regardless of customers' gender, nationality, and purpose of visit, number of visits and length of stay. Finally, the study ends up by offering suggestions and practical implications for hotel practitioners to think strategically and implement effective tools to motivate employees towards behaving positively with customers.
Tourism and Hospitality Research © 2008 Sage Publications, Ltd.