The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality

Julian Gould-Williams

The Service Industries Journal, 1999, vol. 19, issue 3, 97-118

Abstract: While product attributes serving as quality and value cues have been extensively researched, very little attention has been paid to the performance cues used by consumers when interacting with multiple employee groups during the service encounter: This article reports on a study which examined the impact of hotel employee performance cues on guest perception of service quality, value and guest loyalty to the hotel establishment. The results highlight the importance of identfying key performance cues in order to optimise guest perception of service quality as well as increasing guest loyalty to the hotel.

Date: 1999
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DOI: 10.1080/02642069900000032

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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