Process of customer loyalty in very small craft enterprises: an exploratory study of the steps and skills of the owner-manager

Adankanhounde, Thierry Mahougnon

doi:10.1504/ijesb.2020.10033814

Cited by 2 publications

(6 citation statements)

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“…Again, this result also indicated that not all restaurant customers are satisfied with the services offered to them when they visit. In line with some studies, poor service quality in hotels will lead to dissatisfied guests as a result of decreasing demand which leads to decreased hotel performance [13,11]. Customer satisfaction is the result of those who have experienced a hotel's performance that has satisfied their expectations.…”

Section: Customers Satisfied With Services Offered In the Restaurantmentioning

confidence: 71%

“…The nature of service experience, which incorporates atmosphere and environment is a critical indicator of customer satisfaction and loyalty. Different investigations additionally presumed that environment is one of the factors that highly affects customer satisfaction [13,10].…”

Section: Factors Influencing Customer Satisfaction and Loyaltymentioning

confidence: 99%

“…The perceived interest and planned demand influence the standard of service. [13] emphasized that, if customers obtained their desired service level, they would be delighted and be more satisfied if they provided what they anticipated and would consider the standard of service as outstanding. The price of the service is derived from the well-known idea that the happiness of consumers is the foundation of a prosperous future for the economy and a profitable sector.…”

Section: Measures To Improve Service Quality In Hotelsmentioning

confidence: 99%

“…The customer category included quality of service, marketing, development, and environment. The impact of food quality on customer purchasing conduct has been researched [13,17]. They have discovered that customer's perceived prices rely upon the performance of serving food with quality and maintaining proper hygiene.…”

Section: Measures To Improve Service Quality In Hotelsmentioning

confidence: 99%

“…More often than not, the skills and abilities of owners/managers affect the success/failure of any small business [13,11]. Human resources are the most important firm asset, the ones that research, design, project and differentiate the firm from other firms [19,20].…”

Section: Measures That Can Be Put In Place To Help Implement Quality ...mentioning

confidence: 99%

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An Assessment of Guest Satisfaction of Service Quality in Selected 2-Star Hotels in Takoradi

Spio-Kwofie,

Ankor,

Adu

2024

ARJASS

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In today’s economic environment, client expectations are continually increasing and both small and large hotel businesses are required to become more efficient to participate in a competitive global market. In this new reality, quality is critical for success. The main purpose of this study was to assess guest satisfaction with service quality in selected 2-star hotels in Takoradi. The objectives of the study were to find out whether guests are satisfied with services provided in the hotels, ascertain the main dimensions of service quality that lead to guest satisfaction and evaluate measures that can be put in place to help implement quality service in hotels. This study followed a non-experimental research approach and specifically used a descriptive survey. The targeted populations for this study were employees, guests and managers of nine 2-star hotels in Takoradi with a sample size of ninety (90). It consisted of ten (10) respondents from each hotel, thus, four (4) operational staff (one from housekeeping, front office, restaurant and kitchen department), five (5) guests and a manager (1) from each of the selected hotels. Convenience and purposive sampling techniques were used for the study to select respondents and questionnaires were used to collect data from respondents. The data obtained was analyzed and presented using descriptive statistics namely frequencies, percentages, and charts with the aid of Microsoft Excel 2021. The study found out that though some aspect of service quality needs a step up, customers are satisfied with the services provided in the hotels. The study concluded that more customers become more satisfied with what they see or touch during the service.

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Section: Customers Satisfied With Services Offered In the Restaurantmentioning

confidence: 71%

Section: Factors Influencing Customer Satisfaction and Loyaltymentioning

confidence: 99%

Section: Measures To Improve Service Quality In Hotelsmentioning

confidence: 99%

Section: Measures To Improve Service Quality In Hotelsmentioning

confidence: 99%

Section: Measures That Can Be Put In Place To Help Implement Quality ...mentioning

confidence: 99%

See 3 more Smart Citations

An Assessment of Guest Satisfaction of Service Quality in Selected 2-Star Hotels in Takoradi

Spio-Kwofie,

Ankor,

Adu

2024

ARJASS

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Lifestyle Entrepreneurship: Literature Review and Future Research Agenda

Ivanycheva,

Schulze,

Lundmark

et al. 2023

J Management Studies

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Research in leading entrepreneurship and management journals has tended to conceptualize entrepreneurship as motivated by the goals of wealth, income, or social value creation. This research has thus largely overlooked entrepreneurial motivations such as the desire to engage in particular activities that the entrepreneurs find rewarding or the desire to live in particular locations. The literature on such Lifestyle Entrepreneurship (LE) includes research on artisan, artistic, craft, creative, fitness, hobbyist, leisure, sport, and tourism entrepreneurship. This literature has grown quickly over the last decade, but it is scattered across a range of domains, disciplines, and journals and lacks conceptual clarity. In this review, we take stock, synthesize and offer definitions and a framework for investigation of LE that allows for its development and theoretical integration with, and contribution to, existing entrepreneurship theory. We conceptualize LE in relation to its purpose and function, identify different types of LE, and examine their respective antecedents, behaviours, and outcomes. We propose a research agenda based on the merits of viewing LE as a distinctive and theoretically important domain for the study of entrepreneurship and highlight the vital role that LE plays in enriching both individual and social welfare.

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Process of customer loyalty in very small craft enterprises: an exploratory study of the steps and skills of the owner-manager

Cited by 2 publications

References 0 publications

An Assessment of Guest Satisfaction of Service Quality in Selected 2-Star Hotels in Takoradi

An Assessment of Guest Satisfaction of Service Quality in Selected 2-Star Hotels in Takoradi

Lifestyle Entrepreneurship: Literature Review and Future Research Agenda

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