Employees' overestimation of functional and relational service quality: A gap analysis

Article Abstract:

A field study of 36 hotels and 35 restaurants is conducted using a questionnaire format to measure both functional and relational service quality, as well as customers' loyalty. The results of the survey revealed that the employees surveyed overestimated the service quality they offer to customers, although gaps were greater for certain service attributes than for others. The findings also showed that employees' overestimation of relational benefits plays a moderating role in increasing the negative relationship between employees' overestimation of functional service quality and customers' loyalty. The theoretical and managerial implications of the results are analyzed.

United Kingdom, Surveys, Total quality management

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Strategic performance measurement and value drivers: evidence from international tourist hotels in an emerging economy

Article Abstract:

A study was conducted to examine the influence of the balanced scorecard (BSC) on the hospitality industry in China, and to investigate the relationships among performance perspectives. Current balanced scorecard literature shows the need for a linkage between non-financial performance perspectives and financial performance measures.

China, Science & research, Research, Economic aspects, Balanced scorecard, Report

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An investigation of the impact of internal labor markets in the hotel industry

Article Abstract:

The impact of the components of internal labor market (ILM) on the key employee attitudes of job satisfaction, organizational commitment and employee intention to leave is investigated. Department of employment and employment status are influenced by the strength and weakness of an ILM when it is considered as a single variable.

Forecasts, trends, outlooks, Personnel administration, Employee Recruitment, Analysis, Forecasts and trends, Recruiting, Market trend/market analysis, Industry hiring

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