THE INFLUENCE OF EMPLOYEE’S PROFESSIONALISM, COURTESY AND PROBLEM-SOLVING SKILLS ON CUSTOMER SATISFACTION AND LOYALTY
DOI:
https://doi.org/10.29121/shodhkosh.v5.i1.2024.2883Keywords:
Professionalism, Courteous, Problem-Solving, Service Quality, Customer Satisfaction and LoyaltyAbstract [English]
In today's competitive environment, customer satisfaction and loyalty are crucial to the success of the service industry. This study examines the impact of employee professionalism, courtesy, and problem-solving skills on customer satisfaction and their role in building long-term loyalty within the hotel sector. Utilizing a mixed-methods approach, the research incorporates quantitative data collected from 391 employees and customers of budget hotels in the Delhi NCR region. The findings reveal a significant positive correlation between employee professionalism, courtesy, and problem-solving abilities with customer satisfaction, ultimately leading to increased customer loyalty. The study highlights the importance of investing in employee training and development, particularly in these key areas, to enhance customer satisfaction and drive lasting loyalty.
References
Aksoy, L. C. (2019). Frontline employee behaviors that enhance customer loyalty: An integrative framework of drivers and boundary conditions. Journal of the Academy of Marketing Science, 47(4), 674.
Ananth, M. D. (1992). Marketplace lodging needs of mature. The Cornell Hotel and Restaurant Administration Quarterly 33 (4), 12–24. DOI: https://doi.org/10.1016/0010-8804(92)90005-P
Atkinson, A. (1988). Answering the eternal question: what does the customer want? . The Cornell Hotel and. DOI: https://doi.org/10.1177/001088048802900209
Barsky, J. L. (The Cornell Hotel and Restaurant). A strategy for customer satisfaction. 1992. DOI: https://doi.org/10.1177/001088049203300524
Bitner, M. J. (1990). . The service encounter: Diagnosing favorable and unfavorable incidents. . Journal of Marketing, 54(1), 71-84. DOI: https://doi.org/10.1177/002224299005400105
Bitner, M. J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings . Journal of Marketing, 54(2), 69–82. DOI: https://doi.org/10.1177/002224299005400206
Bitner, M. J. (2000). Technology infusion in service . Journal of the Academy of Marketing Science, 28(1), 138–149. DOI: https://doi.org/10.1177/0092070300281013
Bowen, D. &. (1985). Boundary spanning role employees and the service encounter:. The service encounter: Managing employee/customer interaction in.
Cadotte, E. T. (1988). Key factors in guest satisfaction. The Cornell Hotel and Restaurant. DOI: https://doi.org/10.1177/001088048802800415
Choi, J. &. (2001). Customer loyalty and the effect of switching costs as a moderator variable: A case in the Korean mobile telecommunication services. Journal of the Academy of Marketing Science, 29(2), 161-175.
DeMatteo, C. &. (2020). Examining the impact of employee behavior on customer satisfaction in luxury hotels. Journal of Hospitality and Tourism Management, 43, 19-27.
George, D. &. (2003). SPSS for Windows step by step: A simple guide and reference (4th ed.). Allyn & Bacon.
Harandi. (2008). Research Methodology. Oxford.
Hartline, M. D. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70. DOI: https://doi.org/10.1177/002224299606000406
Hennig-Thurau, T. G. (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research, 4(3), 230-247. DOI: https://doi.org/10.1177/1094670502004003006
Herzberg, F. (1966). Work and the Nature of Man. Staple Press, New York.
Jayawardhena, C. S. (2007). Outcomes of . . Industrial Marketing .
Kim, B. K. (2016). Analysis of satisfiers and dissatisfiers in online hotel . International Journal of Contemporary Hospitality . DOI: https://doi.org/10.1108/IJCHM-04-2015-0177
Kim, T. T. (2015). Discriminating factors influencing front-line employees' service recovery performance in luxury hotels. Journal of Travel Research, 54(4), 477-492.
Knutson, B. (1988). Frequent travelers: making them happy and bringing them back. The Cornell Hotel. DOI: https://doi.org/10.1177/001088048802900121
Lashley, C. (2008). . Studying hospitality: insight from social science. Scandinavian. Journal of Hospitality and Tourism 8 (1), 69–84. DOI: https://doi.org/10.1080/15022250701880745
Lashley, C. M. (2001). In Search of Hospitality: Theoretical Perspectives and.
LeBlanc, G. (1992). Factors affecting customer evaluation of service quality travel agencies: an. Journal of Travel Research 30 (4), 10–16. DOI: https://doi.org/10.1177/004728759203000402
Lewis, R. C. (Van Nostrand Reinhold, New). . Marketing Leadership in Hospitality. 1989.
Li, H. L.-W. (2020). Comprehending Customer Satisfaction with . International Journal of .
Liao, H. &. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58. DOI: https://doi.org/10.5465/20159559
Lovelock, C. H. (1999). Principles of service management and marketing. Prentice Hall.
Macmillan . (2010). Macmillan Publishers Limited, Oxford.
McCleary, K. W. (1993). Hotel selection factors as they relate to business. Journal of Travel Research 32 (2), 42–48. DOI: https://doi.org/10.1177/004728759303200206
Nijssen, E. J. (2006). Exploring product . International Journal of Research in .
Odom, S. F. (2006). Leadership and organizational change: A study of leadership styles in dynamic markets. Journal of Business Research, 58(5), 1204-1212.
Oliver. (1997). Effect of Service Quality and Marketing Stimuli on Customer Satisfaction: The Mediating Role of Purchasing Decisions.
Parnell, B. &. (2008). The influence of service quality on customer satisfaction and loyalty in the hotel industry. International Journal of Hospitality Management, 27(3), 514-522.
Parnell, B. &. (2008). The influence of service quality on customer satisfaction and loyalty in the hotel industry. . International Journal of Hospitality Management, 27(3), 514-522.
Rivers, M. T. (1991). . Frequent-stayer programs: the demographic, behavioral, and. Journal of Travel Research 30 (2), 41–45. DOI: https://doi.org/10.1177/004728759103000209
Schepers, J. J. (2016). Innovation in the frontline: . International Journal of Research in Marketing, 33(4), 797–817. DOI: https://doi.org/10.1016/j.ijresmar.2016.01.004
Solomon, M. R. (1985). A Role Theory . Journal of Marketing, 49(1), . DOI: https://doi.org/10.2307/1251180
Surprenant, C. S. (1987). Journal of Marketing 51 (April), 86–96. DOI: https://doi.org/10.1177/002224298705100207
Toral, S. L.-T.-R. (2018). Identification of . Journal of Travel .
Wilensky, L. B. ( 1988). A multivariate analysis of hotel benefit bundles and choice trade-offs. International Journal of Hospitality Management 7 (1), 29–41. DOI: https://doi.org/10.1016/0278-4319(88)90008-4
Zeithaml, V. A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. DOI: https://doi.org/10.1177/002224299606000203
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Jyoti, Dr. Md. Chand Rashid, Dr. Neeraj Bali
This work is licensed under a Creative Commons Attribution 4.0 International License.
With the licence CC-BY, authors retain the copyright, allowing anyone to download, reuse, re-print, modify, distribute, and/or copy their contribution. The work must be properly attributed to its author.
It is not necessary to ask for further permission from the author or journal board.
This journal provides immediate open access to its content on the principle that making research freely available to the public supports a greater global exchange of knowledge.
