Earlier research on service guarantees have evidenced the importance of service guarantees, their positive relationship with the firm, enhance customer's perception and act as a tool to the service quality. The objectives of this study were to examine the relationship between hotel star, service guarantees and customer satisfaction in the luxury hotels in Malaysia. The study wished to explore if hotel star has significant relationship with employee perception and service guarantees and employee perception toward customer satisfaction. The study investigates these relationships from the front-line hotel employee perspective. The study conducted survey and delivered the questionnaires to the front-line employees. The findings indicated that hotel star has strong influence on service guarantees offered by hotels and it has moderate relationship with customer satisfaction. The result showed that customer has almost same level of satisfaction when staying at four or five star hotels due to similar service offerings. Based on the findings, implications for hotel and customers are discussed and further research is suggested.
Despite the numerous benefits of the implementation of service guarantees in service organizations, there is a dearth of studies that explore the relationship between service guarantees, empowerment, employee satisfaction and service quality, particularly in the hotel industry. The aim of the study is to examine the relationship between service guarantees and employee empowerment and to investigate the correlation between empowerment and employee satisfaction and establish its links to service quality. This study employed the quantitative methodology based on survey questionnaires distributed to frontline employees in various four and five star hotels in Malaysia. The empirical findings provide evidence that service guarantees have a positive relationship with empowerment. However, the study found that empowerment has an insignificant relationship with employee satisfaction. Notably, it was found that employee satisfaction has a significant relationship with service quality. The study's limitations and suggestions for future research are discussed.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.