Factorial validation of hospitality service attitude

Análise da relação entre a satisfação dos consumidores e os preços ofertados no sítio booking.com

“…O serviço se constitui no atributo mais valorizado pelos clientes dos hotéis (Stringam, Gerdes Jr. & Vanleeuwen, 2010), sendo também muito considerado pelos hóspedes na China (Hua, Chan & Mao, 2009;Chan & Wong, 2006), na Austrália (Wilkins, Merrilees & Herington, 2008), em Taiwan (Kuo, Chen & Lu, 2012) na ilha de São Miguel (Batista, Couto, Botelho & Faias, 2014).…”

“…A influência da satisfação para com o serviço na percepção do cliente foi identificada em estudos na ilha de São Miguel (Batista et al, 2014), em Taiwan (Kuo et al, 2012), na China (Hua et al, 2009), na Austrália (Wilkins, Merrilees & Herington, 2008), em Hong Kong (Chan & Wong, 2006), em informações do sítio expedia.com (Stringam et al, 2010) e da mídia social tripadvisor (Limberg, Anjos, Meira e Anjos, 2014). Outros estudos indicam que as expectativas dos hóspedes em relação ao preço influenciam as avaliações dos mesmos acerca da qualidade do serviço (Toncar, Alon & Misati, 2010).…”

The effects of personal values on service climate and service delivery in the hospitality industry

“…Similarly, Kuo, Chen and Lu (2012) identified that four aspects of service attitudes (i.e., problem-solving, empathy, enthusiasm and friendliness) affect customer-perceived service quality substantially. Thus, in order to achieve high service quality, organisations must facilitate customer-contact employees' service attitudes and behaviours when they interact with customers through service delivery.…”

“…That is, in the judgement of service quality, customers put more weight on 'how the service is delivered' than 'what is delivered'. This notion highlights that, in order to deliver high quality service, it is important for the organisations to effectively manage employee attitudes and behaviours in service delivery (Gracia, Cifre, & Grau, 2010;Kuo, Chen, & Lu, 2012).…”

“…Although it provides a 'big picture' of the relationships between personal values and employee service delivery, we still do not know how these personal values influence specific aspects (i.e., attitudes or behaviours) or types (i.e., front office, food and beverage, or concierge) of service delivery. Given a number of different attributes are related to employee service attitudes (i.e., cognitive, affective and behavioural Kuo et al, 2012) and behaviours (i.e., in-role behaviours and extra-role behaviours Tsaur & Lin, 2004), future research could examine the effects of personal values on these specific aspects and types of service delivery. The results of such studies will provide more comprehensive and deeper insights into the relationships between personal values and employee service delivery.…”