Customer Satisfaction and Employee Satisfaction in Hospitality Industry

Discuss about the Employee Proactive Customer Services.

Customer satisfaction is one of the important aspects in the hospitality industry and that is the reason most of the hotel, spa industries take a good care of employees The concern view over customer satisfaction is the main criteria of them. A separate section is being allocated for customer complaint handling and rapid mitigation process so a long team is also associated with that. Good communication with customers will help in that case to understand the need for them and process their hotel formulation accordingly. All sorts of customers approaching hotel anticipate an agreeable understanding of human handling (Wang, Chen and Chen 2012). Retaining customers is an appropriate process and a very challenging one also in exceedingly competitive business acceleration. This is the major aspect of the business to retain those and have a better situation after some time.

The basic need of the proposal is to highlight that impactful situation that confronted by the employee by delivering better customer satisfaction. The level of satisfaction and profitability due to that is the key advantage of the process and quality of hotel infrastructure, employee and loyalty is the major aspect of business in that process.

The aim of the research is to deliver the impact of customer satisfaction on employees, that signifies the possibilities that employee will earn due to the customer satisfaction and loyalty.

• To evaluate the profitability that organization will get due to customer retention.
• To identify the possible factors that are liable for the employee engagement to deliver the best service to customers.
• To highlight the positional security that an organization has found for the retention of customers and satisfied employees.

• What intrinsic impact that employees will found to deliver their service to same satisfied customer every time?

The process of satisfaction for employees and customers are in the same chain. As employees have the responsibility to satisfy customers’ by all means so organization infrastructure, policies, reward and recognition structure, increment policy, work-life balance situation and organizational environment all these are important for employee satisfaction (Ryu, Lee and Gon Kim 2012). Some of the independent variables are always present in this situation.

Management relationship with employees is the key matter of business and that is the reason employee understands their position in the organization and a good relation help to find the situation employee is in. The engagement with employees is the key aspect of business and those effects on the policies and procedures also (Lee et al. 2013). The policies should help employees to formulate their work and have a good structure of reward and recognition so that motivation will be gained through that. As asserted by Amin et al. (2013) the involvement with the job and organization will come in that process when an employee understands the situation they are in and organization deliverance towards them. This process will influence them to work and help to deliver the process of customer satisfaction through them.

Importance of Good Communication and Customer Complaint Handling

The impact of organizational value and delivering focus on customers is the key matter that incorporates extra enhancement of employees to get engage relationship maintenance for customers. There are some effective issues those are liable for the development of engagement with customers.

• The process of innovation is the organization in technological aspect of improved scenario is the crucial aspect of customer satisfaction (Torres, and Kline 2013).
• Extra benefits from the hospitality sector along with the smooth processing of operational matter also attract customer with the organization.
• Engagement with employees and their good attitude and behavior in the hospitality sector and delivering proper respect to customers is the prime matter of engagement and that enhances the revenue generation also (Jung and Yoon 2013).
• The organizational atmosphere is another aspect that customers want from the organization and that is the reason companies are rebuilding their positional aspect to attract more customers.

Employees are the most important part of the organization and that is the reason most of the organization having the special care for their employees. Satisfied employees assist in bringing up and allocate contented customers. As opined by Haghighi et al. (2012) if an employee is pleased, that is going to replicate through the deals and connects with the customers. This is the most interesting part of employee engagement with the organization and the following influence on customers.

• Reward and recognition strategy will be impactful that provide motivation to employees and that provides engagement with the organization.
• Organizational empowerment and a good position also provide satisfaction for employees. Employees then enjoy the responsibility and happy that management relies on them and a good productivity come in as consequence (Prud’homme and Raymond 2013).
• If other outside factors are not affecting the scenario of the internal environment then it will be a huge chance for retention of employees (Alonso-Almeida et al. 2012). They will be remaining in for long and serve for the organization. A good atmosphere is always important for the settlement of employee and this becomes a considerable factor in employee satisfaction.

Research philosophy is all about the data gathering issue and states the true matter in the process. In case of business, understanding gathered data analysis and the planning the research process systematically is the key concern of business (Wang et al. 2014). The formulation of belief and define the process of business acceleration is the key process of business. There are basically four sections like Positivism, Realism and Interpretivism. 

In this research process, Positivism philosophy will be taken. The philosophy contains data collection in an objective way and the empiricist view of the knowledge. The comprising discrete is the main observable aspect in this manner (Li, Ye and Law 2013). Knowledge stems and human experience is the main concern of this process and that justified the major quantifiable observation. The determination of regular process is the main interest of this process. The independence in the research is the key process and the process acknowledges the logical thinking in that case (AlBattat and Som 2013). The observable human impact is the key issue in that case and development of hypothesis statement is also important for this philosophical aspect. The evidence get form the situation is important as well as logical in every format. The format is in common sense and that is the approach concentrate on the factor and that is the reason development of the statement is used.

In this research process, the positivism philosophy will be taken as the situation based on the logical understanding and that will deliver enough importance in the final project session. This is the most important aspect of business evaluation to make the decision over the logical undertaking.

Data has been collected in a research process to judge the potential of the data and to know the right thing in a right way. This is the validation part of the research process to justify the sequence and make most of the decision in that manner. There are basically two types of data analysis methods like Qualitative data analysis and Quantitative data analysis and all of these methods are sometimes used together and then it’s called a mixed process (Pereira-Moliner et al. 2012). In case of qualitative studies, the process involves in interviews, focus group, experiments and any other direct result making sources. This is the process that critically analyzes the situation and evaluates the situation. On the other hand, qualitative data analysis helps to formulate the in-depth analysis of the result. This interpretation of figures graphs and numbers are the key procedure of the business understanding and through the literature review, the process can be acknowledged.

Impact of Organizational Value and Management Relationship on Employee Engagement

In this research process, qualitative data analysis will be used as the importance of primary data collection is important in that case. The situation is quite relevant to customer satisfaction influence in the employee is the main concern in this paper. So in that case survey and interview is the best way to evaluate the situation. 

For the survey process, 50 employees will be selected from the hospitality industry. The selection was non-probable and random sample choosing process and that is the reason more valid answers are expected. Almost 30 close-ended questions are asked of them and they have to select an answer to complete the survey. 5 Open-ended questions are also asked managers to different hospitality sectors and ask them about the policies and processes introduced by them for employee satisfaction and how it will impact on their customer satisfaction.   

The research design is the general plan that introduced in the research to measure the specific scientific process to analyze the research area. The direction o the study sometime changes but in most of the cases to analyze the situation of the changes and make that more formal way is the key understanding that business has done (Martínez and del Bosque 2013). There are three basic research designs are available in that process like Explanatory, Exploratory and Descriptive.

In this research process, descriptive research design will be used and the reason behind the use is to shed light on the current situation. The three most important purpose of the descriptive study is to explaining, describing and validating the research findings. The collected data are validating and explaining in this research process and description of data is specified in that process also.

The sampling process is used in a research for the statistical evidence of research methods and obtains the sample for making a result out of these. In this case, the design of sampling is being selected and so as the target population. The settlement of target population is important in that case is important as the target has to link with the projected version directly and that is the key consideration of business (Gin Choi, Kwon and Kim 2013). The cost of the research will be saved in that mater and gain of opportunity is there to have some information about the topic. The sampling process has two types like Probability and Non-probability. The case of non-probability is used on most of the cases and that is the reason most of the research has found the situation where they have to state the research fruitful for acclaiming answers from the different genre of people.

Research Design and Sampling Process

In this research process, non-probability sampling process will be used and random people from separate hospitality sectors and that will evaluate the situation also. Primary data collection method will be used in that case as the situation demands the interference of verbal or non-verbal interaction (Lee and Ok 2012). The process contains survey, interview processes and that is the reason primary data that will be gathered in that case is the main evaluative evidence in that case. Some previous charts and graphs will be introduced in this process to know the situation at past and these will be considered as the secondary data. The use of secondary data is important in that section where some of the graphs and charts will state the difference between the processes. Some of the journals and graphs and charts are taken from the website and that is the reason consideration of secondary data used in the process. This is a mixed process actually used in the process and that is the key process for the successful completion of the business

The qualitative data analysis process is used in this research process and critical implementation of the process is essential in some cases. The process of interview, survey and get result from those is the crucial aspect of the business and that is the reason major evolutionary process of thinking is influences the process. The involvement of data and comparison of them with the situation is the key understanding of this research. After meeting the targeted survey result make pie chart or graph and SPSS process in some cases will be relevant enough in that process (Raub and Liao 2012). These evaluation processes are important for evaluating the process incorrect manner. The issue of making the evaluating situation is important in that case to get proper answer from the result. These processes like data analysis in excel or the process of SPSS is the crucial step to be formulated in this process.

The key milestones are in this case is the process analysis of the production. The concept of theoretical understating is the key issue in that case and for that reason more in-depth knowledge about the situation is important. The analysis of theoretical framework is also important as the process show the relationship between employee and customer. The satisfaction of employees is the major issue in that case and that impacted on the satisfaction of the customers. The main concern in this factor is to provide enough job security, reward and recognition of employee and provide them with a good place to work on (Rahman, Khan and Haque 2012). These are the situation that makes the process easy for the employees to work their potential job for the company and have a good market position as well in the globalised business market. The next important situation is to understand the methodological factors and set the philosophical analysis for the process is important to understand the direction of the business. The last section is also important to anticipate the problem factor in that case. The processing is important and relevant as the recommendation anticipates those problems mitigation also.

Qualitative Data Analysis: Interpreting the Results

There are some challenges that customers may confront in hospitality sectors. These challenges are quite formularizing and negotiable as per the requirement and that is the reason mitigation of these challenges is important for the development of nature.

• Understanding customer need and expectation is the key issue in challenges and employee has to take care or that (Pereira-Moliner et al. 2012).
• Reaching to the customers is another important process that effects as the feel-good factor for customers. Employees have to take care of customers and that creates a huge impact also in process.
• The matter of consistency is the main aspect of business and the hospitality sector has to set their benchmark for customer satisfaction (Rahman, Khan and Haque 2012).
• Unskilled employees are creating the problem for customers so the level of satisfaction will not meet on that session. Thus the expectancy of the skilled employee is the major aspect of the business.
• The culture of the setting value of putting the customer at first is the crucial aspect of business and employee has to maintain the momentum.

The situation is very important for the hospitality sector to overcome the situation and retain their customers for the long-term basis. The cost-effective strategy needs to be taken for customer satisfaction where the price of products will be low. The best quality strategy is another important aspect of the hospitality sector as the engagement of best quality will engage more people and having enough accumulation of employees. The creative nature of brand image development is the most important factor in business and the effects of strategic moves are important in that case (Rahman, Khan and Haque 2012). More concern and trained employees need to engage with the organization so that most of the customers will get premium service from the hotel. The training and development after 3 months will be there so the employees get up to date with the changing situation of the globalised business market.

The ethical issues are important for the hospitality sector and they need to be ethically right with their foods. The unhygienic element in food is important that case and that is the reason most of the business process needs to be ethical by all tits means. The quality of the food and customer deliverance is the key ethical manner (Pereira-Moliner et al. 2012).

In this proposal, maintenance of ethical understanding is the key matter and no interviewee will be pressurized and all the answers deliver at their true sense to evaluate. Quotes or information are not used unethically and that is the main concern of this ethical process.

Recommendation and Conclusion

The situation in one of the crucial things in business as the intention of customer satisfaction is quite clear. Customer satisfaction surveys are for measuring how products and services abounding by an organization congregate, surpass or fall petite of customer anticipation. These surveys assist to appreciate what the customers like, dislike or what they would like to observe or improved. The best way to get better is to pay attention and then do something on what the customers actually desire. The recommendations will highlight the matter of customer retention, as well as employee retention in some case and hat, is the major factor for long-term relationship making. Advancing new customers or observance up the business with accessible customers is not as simple at all. When it comes to rising sales, many organizations are so alert on ahead new customers and regulars that they fall short to efficiently deal with the need to keep those they previously have.

Therefore, the entire situation in the organization is depending on the two major factors of independent and dependent variables. The process of variable retaining employee and having the good amount of customer retention is the key factor this process and so the effective changes and improved way to business deliverance is the key process for the competitive business nature. The last things that evolve through the entire process are satisfied employees signify satisfied customers.

References

AlBattat, A.R.S. and Som, A.P.M., 2013. Employee dissatisfaction and turnover crises in the Malaysian hospitality industry. International Journal of Business and Management, 8(5), p.62.

Alonso-Almeida, M.D.M., Rodríguez-Antón, J.M. and Rubio-Andrada, L., 2012. Reasons for implementing certified quality systems and impact on performance: an analysis of the hotel industry. The Service Industries Journal, 32(6), pp.919-936.

Amin, M., Yahya, Z., Ismayatim, W.F.A., Nasharuddin, S.Z. and Kassim, E., 2013. Service quality dimension and customer satisfaction: An empirical study in the Malaysian hotel industry. Services Marketing Quarterly, 34(2), pp.115-125.

Gin Choi, Y., Kwon, J. and Kim, W., 2013. Effects of attitudes vs experience of workplace fun on employee behaviors: Focused on Generation Y in the hospitality industry. International Journal of Contemporary Hospitality Management, 25(3), pp.410-427.

Haghighi, M., Dorosti, A., Rahnama, A. and Hoseinpour, A., 2012. Evaluation of factors affecting customer loyalty in the restaurant industry. African Journal of Business Management, 6(14), p.5039.

Jung, H.S. and Yoon, H.H., 2013. Do employees’ satisfied customers respond with an satisfactory relationship? The effects of employees’ satisfaction on customers’ satisfaction and loyalty in a family restaurant. International Journal of Hospitality Management, 34, pp.1-8.

Lee, C.K., Song, H.J., Lee, H.M., Lee, S. and Bernhard, B.J., 2013. The impact of CSR on casino employees’ organizational trust, job satisfaction, and customer orientation: An empirical examination of responsible gambling strategies. International Journal of Hospitality Management, 33, pp.406-415.

Lee, J.J. and Ok, C., 2012. Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor. International Journal of Hospitality Management, 31(4), pp.1101-1112.

Li, H., Ye, Q. and Law, R., 2013. Determinants of customer satisfaction in the hotel industry: An application of online review analysis. Asia Pacific Journal of Tourism Research, 18(7), pp.784-802.

Martínez, P. and del Bosque, I.R., 2013. CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, pp.89-99.

Torres, E. and Kline, S., 2013. From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry. International Journal of Contemporary Hospitality Management, 25(5), pp.642-659.

Pereira-Moliner, J., Claver-Cortés, E., Molina-Azorín, J.F. and Tarí, J.J., 2012. Quality management, environmental management and firm performance: direct and mediating effects in the hotel industry. Journal of Cleaner Production, 37, pp.82-92.

Prud’homme, B. and Raymond, L., 2013. Sustainable development practices in the hospitality industry: An empirical study of their impact on customer satisfaction and intentions. International Journal of Hospitality Management, 34, pp.116-126.

Rahman, M.S., Khan, A.H. and Haque, M.M., 2012. A conceptual study on the relationship between service quality towards customer satisfaction: Servqual and Gronroos’s service quality model perspective. Asian Social Science, 8(13), p.201.

Raub, S. and Liao, H., 2012. Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance. Journal of Applied Psychology, 97(3), p.651.

Ryu, K., Lee, H.R. and Gon Kim, W., 2012. The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), pp.200-223.

Wang, C.H., Chen, K.Y. and Chen, S.C., 2012. Total quality management, market orientation and hotel performance: The moderating effects of external environmental factors. International Journal of Hospitality Management, 31(1), pp.119-129.

Wang, C.J., Tsai, H.T. and Tsai, M.T., 2014. Linking transformational leadership and employee creativity in the hospitality industry: The influences of creative role identity, creative self-efficacy, and job complexity. Tourism Management, 40, pp.79-89.