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Organizational characteristics, serv...

King, Carol A.

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Organizational characteristics, service encounters and guest satisfaction in hotels.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Organizational characteristics, service encounters and guest satisfaction in hotels./
Author:	King, Carol A.
Description:	172 p.
Notes:	Source: Dissertation Abstracts International, Volume: 53-11, Section: A, page: 3975.
Contained By:	Dissertation Abstracts International53-11A.
Subject:	Business Administration, General. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9306866

Organizational characteristics, service encounters and guest satisfaction in hotels.
King, Carol A.

Organizational characteristics, service encounters and guest satisfaction in hotels. - 172 p.

Source: Dissertation Abstracts International, Volume: 53-11, Section: A, page: 3975.

Thesis (Ph.D.)--New York University, 1992.

In service organizations, interactions between customers and service employees, or 'service encounters,' are a factor in customer evaluations of service quality and satisfaction. Traditional models of management, involving motivation and control of employees, have not been effective in achieving customer satisfaction with many kinds of services.Subjects--Topical Terms:

1017457
Business Administration, General.

Organizational characteristics, service encounters and guest satisfaction in hotels.
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035 $a (UnM)AAI9306866
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100 1 $a King, Carol A. $3 1918901
245 1 0 $a Organizational characteristics, service encounters and guest satisfaction in hotels.
300 $a 172 p.
500 $a Source: Dissertation Abstracts International, Volume: 53-11, Section: A, page: 3975.
500 $a Chairperson: Jenene G. Garey.
502 $a Thesis (Ph.D.)--New York University, 1992.
520 $a In service organizations, interactions between customers and service employees, or 'service encounters,' are a factor in customer evaluations of service quality and satisfaction. Traditional models of management, involving motivation and control of employees, have not been effective in achieving customer satisfaction with many kinds of services.
520 $a This paper describes an exploratory research project that attempted to contribute to an understanding of how the organizational context in which service encounters take place affects employee interactions with customers.
520 $a A theoretical framework was developed to study this issue, the basis of which was Kreitner and Luthans' social learning theory, which views employee behavior as responses to external cues in the work environment, coupled with characteristics of the individual. Also included in the study framework were the constructs of emotional labor, organizational citizenship behavior and role stress. From this framework, a number of organizational characteristics were identified that may influence employee behavior in service encounters. These included supervision, work group, organizational climate, cultural values and role stress. Aspects of individuals, including job satisfaction, were also included in the framework.
520 $a These factors were the independent variables in an exploratory study conducted in a group of hotels; the dependent variables were guest satisfaction ratings on several aspects of service employee behavior. Guest contact employees were surveyed using an instrument developed for this study. Their responses were correlated with the satisfaction ratings for the hotels in which the employees worked.
520 $a Stress related factors including bureaucratic climate, and to a lesser extent, overload, were negatively correlated to guest satisfaction ratings. Individual attributes, supervision, work groups and cultural values were not shown to be a factor in guest satisfaction; however these results were not conclusive due to the narrow ranges of the guest satisfaction data. Employee satisfaction was found to be related to company supportiveness and recognition, training and supervision, and, to a lesser extent, to reduction of stress in the work place. Employees were also asked to evaluate the quality of service offered in their hotel; their responses correlated highly with guest satisfaction ratings.
590 $a School code: 0146.
650 4 $a Business Administration, General. $3 1017457
650 4 $a Business Administration, Management. $3 626628
650 4 $a Psychology, Industrial. $3 520063
650 4 $a Sociology, Industrial and Labor Relations. $3 1017858
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690 $a 0454
690 $a 0624
690 $a 0629
710 2 0 $a New York University. $3 515735
773 0 $t Dissertation Abstracts International $g 53-11A.
790 1 0 $a Garey, Jenene G., $e advisor
790 $a 0146
791 $a Ph.D.
792 $a 1992
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9306866