Employee Satisfaction: Service Profit Chain Approach in Tourism Destination

Aisyah Tri Astari () and Gagaring Pagalung
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Aisyah Tri Astari: Kyoto University, Graduate School of Economics
Gagaring Pagalung: Hasanuddin University, Faculty of Economics and Business

A chapter in Proceedings of the 7th International Conference on Accounting, Management and Economics (ICAME-7 2022), 2023, pp 594-602 from Springer

Abstract: Abstract Human services are considered an essential factor in bringing profit to a tourism destination. A famous framework called Service Profit Chain stated that customer satisfaction is influenced by the value of the service created by satisfied, loyal, and productive employees. Mainly, employee satisfaction brings high-quality service that creates delighted customers and brings profit to the service. This study aims to understand how the internal service quality strategy affects the service quality delivery according to the employee working duration experience in a tourism destination. An online survey of 100 questions under ten measurements of service profit chain and SERVQUAL has been shared with 27 employees who work onsite and offsite tourism destinations in Takabonerate National Park, Indonesia. The research results reveal the gap between the employees who worked less than one year and the workers with an experience of more than ten years working in the tourism destination. Implications for the destination managers, limitations, and further research possibilities are also furtherly discussed in this paper.

Keywords: Service Profit Chain; Service Quality; Employee Satisfaction; Employee working duration; Tourism Destination (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-146-3_56

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DOI: 10.2991/978-94-6463-146-3_56

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