The dimensions of international hotel employee service attitude and their managerial implications

Chun-Min Kuo

The Service Industries Journal, 2007, vol. 29, issue 9, 1199-1214

Abstract: The purpose of this paper is to determine the dimensions of international hotel employee service attitude and the differences in customer satisfaction with these dimensions among guests from the USA, Japan, and Taiwan, and the resulting practical managerial implications in the area of international hotel operation. Using exploratory factor analysis, service attitude is divided into four dimensions: problem solving, empathic feeling, enthusiastic service, and friendliness. The results of the study reveal that there are significant differences in satisfaction with customer service among three national sets of tourists by the use of ANOVA. These findings are followed by a discussion of their implications for hotel management in the areas of employee recruitment, training, and motivation, with suggestions on how to improve the various dimensions of hotel employee service attitude and thereby, the corresponding customer satisfaction.

Date: 2007
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DOI: 10.1080/02642060701847802

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