Service Quality Management in Hospitality, Tourism, and Leisure

Kandampully, Jay; Mok, Connie; Sparks, Beverley

doi:10.4324/9780203047965

Cited by 53 publications

(30 citation statements)

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“…It is during these encounters that customers perceive and evaluate the employee's attitudes and professional, social, and communication skills. Based on these interactions, customers form impressions of both the employee and the organization [37]. The importance of interpersonal communication during service encounters in determining customer satisfaction and perceived quality of service (QoS) has been highlighted in prior work [18,51].…”

Section: Introductionmentioning

confidence: 99%

How may I help you? behavior and impressions in hospitality service encounters

Muralidhar

Mast

Gática-Pérez

2017

Proceedings of the 19th ACM International Conference on Multimodal Interaction

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In the service industry, customers often assess quality of service based on the behavior, perceived personality, and other attributes of the front line service employees they interact with. Interpersonal communication during these interactions is key to determine customer satisfaction and perceived service quality. We present a computational framework to automatically infer perceived performance and skill variables of employees interacting with customers in a hotel reception desk setting using nonverbal behavior, studying a dataset of 169 dyadic interactions involving students from a hospitality management school. We also study the connections between impressions of Big-5 personality traits, attractiveness, and performance of receptionists. In regression tasks, our automatic framework achieves R 2 = 0.30 for performance impressions using audio-visual nonverbal cues, compared to 0.35 using personality impressions, while attractiveness impressions had low predictive power. We also study the integration of nonverbal behavior and Big-5 personality impressions towards increasing regression performance (R 2 = 0.37).

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Section: Introductionmentioning

confidence: 99%

How may I help you? behavior and impressions in hospitality service encounters

Muralidhar

Mast

Gática-Pérez

2017

Proceedings of the 19th ACM International Conference on Multimodal Interaction

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“…Some determined attributes having an impact on push motivational factors are; "Relaxation", "Knowledge Gaining", "Need for Adventure and Excitement", "Family Togetherness", "Health" and "Social Communication and Interaction" (Fornell, 1992;Han et al, 2010;Gunnell et al, 2014;Harahsheh & Haddad, 2016). In addition, there are many identifiable attributes to influence tourists' pull motivations, among them being "Quality Beaches", "Outstanding Scenery", "Historical Places", "Shopping Facilities" and "Safety" (Kristensen et al, 2000;Mok et al, 2013;Tosun et al, 2015;Yuen & Cheng, 2015). The current research is the most recent study in this field and is primarily related to Islamic Attributes of destination.…”

Section: Research Theoretical Modelmentioning

confidence: 99%

Measuring Customer Satisfaction with the Influence of Islamic Attributes of Destination in Jordan

Shamaileh¹,

Alnaser²

2018

JMS

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The research sought to ascertain which Islamic Attributes are fundamental to Muslim tourists while they were visiting Jordan. Furthermore, the impacts that Islamic Attributes have on promoting Jordan as an Islamic destination were also studied. It was anticipated that the research would become an integral part of Islamic tourism. A self-administered questionnaire was used to collect data from national and international Muslim tourists in various regions of Jordan. This was undertaken to determine how Islamic Attributes affect the choice of an individual's destination. Data was collected utilizing an internationally accepted measurement tool, Structural Equational Modelling (SEM). 370 questionnaires were entered and analyzed by AMOS 20; the variance is 0.32 for overall tourists' satisfaction.

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“…Hospitality establishments are the amalgam of products and services (Mok et al, 2013). Therefore, it is possible to tell that satisfaction with a hospitality experience like accommodation or a restaurant meal is a total of all the satisfaction with the individual elements or attributes of all the products, facilities, and services that make up the experience.…”

Section: Introductionmentioning

confidence: 99%

Unveiling the Quality of Service, Influences, and Challenges of the Hospitality Industry in the Local Tourists’ Destination Site in Cebu, Philippines

Gador¹

2019

JTHM

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The local hospitality industry in the tourists' destination sites plays a very vital role in boosting the tourism sector, the people and the local economy. This study assessed the quality of facilities, amenities and services of the hospitality establishments in Moalboal, Cebu, Philippines. The predictive-relational research design was used where there were three sets of questionnaires that passed the reliability testing. Using a random sampling technique, there were 225 customers and 15 managers from restaurants, resorts, eateries, scuba diving shops, and lodging houses, which served as respondents. Frequency, simple percentage, weighted mean, and ANOVA were applied in the data analysis. The study revealed that the facilities, amenities, and services were assessed as satisfactory level such as the influences of customers. There were significant differences between qualities/amenities and services; and the influences of customers while challenges do not relate at all. It is concluded that these industries are remarkable regarding services to the clientele while the customer influences did make a significant difference on them. Therefore, it is still strongly recommended to adopt a sustainability development plan to develop more and to penetrating for more prospective local and international markets.

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Service Quality Management in Hospitality, Tourism, and Leisure

Cited by 53 publications

References 0 publications

How may I help you? behavior and impressions in hospitality service encounters

How may I help you? behavior and impressions in hospitality service encounters

Measuring Customer Satisfaction with the Influence of Islamic Attributes of Destination in Jordan

Unveiling the Quality of Service, Influences, and Challenges of the Hospitality Industry in the Local Tourists’ Destination Site in Cebu, Philippines

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