The Role of Hotel Customer-Employee Bond in Generating Positive Customer Behavioural Outcomes

IF 1.4 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Tourism Analysis Pub Date : 2022-01-01 DOI:10.3727/108354222x16449628077694
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引用次数: 1

Abstract

In the hospitality sector, while close and high quality of relationships between the customers and employees may develop a long-lasting bilateral bond, the opposite may create customer losts. By following a customer-oriented approach, this study aims to examine the influence of the customer-employee bond on hotel customers’ satisfaction, perceived value, and behavioural intention. For achieving this purpose, a survey was conducted with the participation of British tourists staying in hotels located in Fethiye, Turkey. Results of the structural equation modeling showed that the customer-employee bond significantly and positively impacts all variables. In addition, customer satisfaction has a significant influence on behavioural intention, whereas perceived value affects customer satisfaction and behavioural intention. The findings of the study stress the importance of hotel employees in creating good and long-term relationships with the customers.
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酒店顾客-员工关系在产生积极顾客行为结果中的作用
在酒店业,虽然客户和员工之间密切而高质量的关系可能会发展出持久的双边关系,但反之可能会造成客户流失。本研究采用以顾客为导向的方法,旨在探讨顾客与员工之间的关系对酒店顾客满意度、感知价值和行为意向的影响。为了达到这一目的,我们对住在土耳其费特希耶酒店的英国游客进行了一项调查。结构方程模型的结果表明,顾客与员工之间的联系对所有变量都有显著的正向影响。此外,顾客满意对行为意向有显著影响,而感知价值对顾客满意和行为意向有显著影响。研究结果强调了酒店员工在与顾客建立良好和长期关系方面的重要性。
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来源期刊
Tourism Analysis
Tourism Analysis HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
2.50
自引率
11.10%
发文量
42
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