Publication: Front-line employees-customer relationship experience: Exploratory case on mission identification in the spanish hospitality industry
Authors
Fusté Forné, Francesc
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Publisher
Murcia: Servicio de Publicaciones de la Universidad de Murcia
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DOI
http://dx.doi.org/10.6018/turismo.36.230961
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info:eu-repo/semantics/article
Description
Abstract
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 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.
ABSTRACT 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.
ABSTRACT 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.
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