Improving employee service levels through identifying sources of customer satisfaction

Service quality and customer satisfaction in thermal tourism

“…However, when the overall model containing the three service quality dimensions is run, also the role of lounge bar employees emerges (efficiency lounge bar). This can be explained because thermal employee services are much more important for wellness tourists than the characteristics of lounge bar employees, as witnessed in the general service sector where the courtesy of staff can significantly affect CS (Mc Cleary and Weaver, 1982; Bitner et al 1990; Hartline and Ferrell, 1996; Hartline and Jones, 1996; Parasuraman et al , 1996; Kelley and Hoffman, 1997). When technical service quality as well as CI dimensions are considered, the primary role of employees working in the resort spa emerges.…”

Service quality and customer satisfaction in thermal tourism

“…However, when the overall model containing the three service quality dimensions is run, also the role of lounge bar employees emerges (efficiency lounge bar). This can be explained because thermal employee services are much more important for wellness tourists than the characteristics of lounge bar employees, as witnessed in the general service sector where the courtesy of staff can significantly affect CS (Mc Cleary and Weaver, 1982; Bitner et al 1990; Hartline and Ferrell, 1996; Hartline and Jones, 1996; Parasuraman et al , 1996; Kelley and Hoffman, 1997). When technical service quality as well as CI dimensions are considered, the primary role of employees working in the resort spa emerges.…”

Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons

“…Since people typically desire to engage in social relationships (Emerson, 1987), a friendly communicator tends to be tactful and encouraging, to habitually acknowledge other people, and to positively respond to interactions (Norton, 1978). A friendly greeting provided by a smiling service provider is the first thing that customers expect in a positive service encounter (McCleary and Weaver, 1982). Smiling service providers can make customers feel warm and friendly (Sundaram and Webster, 2000).…”

Evaluation of Guest Feedback Channels in China Hotels

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Service quality and customer satisfaction in thermal tourism

“…However, when the overall model containing the three service quality dimensions is run, also the role of lounge bar employees emerges (efficiency lounge bar). This can be explained because thermal employee services are much more important for wellness tourists than the characteristics of lounge bar employees, as witnessed in the general service sector where the courtesy of staff can significantly affect CS (Mc Cleary and Weaver, 1982; Bitner et al 1990; Hartline and Ferrell, 1996; Hartline and Jones, 1996; Parasuraman et al , 1996; Kelley and Hoffman, 1997). When technical service quality as well as CI dimensions are considered, the primary role of employees working in the resort spa emerges.…”

Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons

“…Since people typically desire to engage in social relationships (Emerson, 1987), a friendly communicator tends to be tactful and encouraging, to habitually acknowledge other people, and to positively respond to interactions (Norton, 1978). A friendly greeting provided by a smiling service provider is the first thing that customers expect in a positive service encounter (McCleary and Weaver, 1982). Smiling service providers can make customers feel warm and friendly (Sundaram and Webster, 2000).…”

Evaluation of Guest Feedback Channels in China Hotels

“……”

Service quality and customer satisfaction in thermal tourism

“…However, when the overall model containing the three service quality dimensions is run, also the role of lounge bar employees emerges (efficiency lounge bar). This can be explained because thermal employee services are much more important for wellness tourists than the characteristics of lounge bar employees, as witnessed in the general service sector where the courtesy of staff can significantly affect CS (Mc Cleary and Weaver, 1982; Bitner et al 1990; Hartline and Ferrell, 1996; Hartline and Jones, 1996; Parasuraman et al , 1996; Kelley and Hoffman, 1997). When technical service quality as well as CI dimensions are considered, the primary role of employees working in the resort spa emerges.…”

Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons

“…Since people typically desire to engage in social relationships (Emerson, 1987), a friendly communicator tends to be tactful and encouraging, to habitually acknowledge other people, and to positively respond to interactions (Norton, 1978). A friendly greeting provided by a smiling service provider is the first thing that customers expect in a positive service encounter (McCleary and Weaver, 1982). Smiling service providers can make customers feel warm and friendly (Sundaram and Webster, 2000).…”

Evaluation of Guest Feedback Channels in China Hotels

“……”