Changing Behaviors: Improving Customer Service in a Digital-Driven World
Martyn, Elizabeth M
Technology is creating a shift in the dynamic of guest interactions in the hospitality industry. Service providers now have fewer total opportunities to interact with guests, and when they do, the nature of the interaction is more likely to be difficult and conflict-oriented. This research examines the role of intrinsic employee behaviors or the “how” in the delivery of service. Specifically, this study examines the influence of Employee Engagement, Communication, and Attitude on guest perception. First finding that these behaviors are significant in impacting the guest’s perception of their experience, this research then examines the ability to improve these specific employee behaviors through technology-supported training interventions. The results show that, in a hospitality context, technology-support training interventions are only successful at changing employee behaviors when delivered via a blended learning modality; moreover, guests who experience a problem during service delivery have the largest opportunity for improved interactions with service personnel.
Marketing; Management; Operations research; Behavioral Training; Blended Learning; Customer Service; Operations; Training; Online learning
Anderson, Christopher K.
Kwortnik, Robert J.
M.S., Hotel Administration
Master of Science
dissertation or thesis