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| Titel: |
Visitor Expectations of Service Quality Ideals Among Hospitality Industry Employees |
| Auteur: |
Ross, Glenn F. |
| Verschenen in: |
Journal of hospitality marketing & management |
| Paginering: | Jaargang 2 (1995) nr. 3 pagina's 37-60 |
| Jaar: |
1995-04-04 |
| Inhoud: |
Visitor expectations regarding service quality ideals as perceived by hospitality industry staff have received relatively little research attention. This study sought to explore perceived visitor expectations among a sample of hospitality industry employees, together with a set of personality, motivation, employment interest and career anchor variables. Major predictors of visitor expectations among hospitality industry employees wwere higher levels of the need for Achievement, Accomplishment Motivation and the career anchors involving Competence and Security. In particular, lower levels of Achievement need, Accomplishment Motivation and the Security career anchor were found to be associated with hospitality industry staff who expect lower service quality ideals among visitors. It was also found that males expected lower levels of perceived service quality ideals, whereas female employees expected higher service quality ideal levels among guests. Finally, implications of the findings for both employees and employers are examined. |
| Uitgever: |
Routledge |
| Bronbestand: |
Elektronische Wetenschappelijke Tijdschriften |
Details van artikel 8 van 8 gevonden artikelen
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