Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions, Standards for Service, and Service Process Outcomes
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Susskind, Alex M.; Borchgrevink, Carl P.; Brymer, Robert A.; Kacmar, K. Michele
A model of customer service behavior and outcomes was proposed and tested among managerial-supervisory personnel (N = 250) from 11 hotel properties within six large national and international hotel companies. Confirmatory factor analyses yielded a reliable approach to examine elements of customer service and outcomes in a service-based setting. Specifically, organizational support was represented by two independent dimensions of coworker support and supervisory support. A dimension of standards for service was presented and validated as a central mediating factor in the perception of service processes, along with customer (guest) orientation, job satisfaction, organizational commitment, and turnover intentions as outcome measures in a path model of customer service behavior.
customer service process; organizational support; standards for service
Required Publisher Statement: © SAGE. Final version published as: Susskind, A. M., Borchgrevink, C. P., Brymer, R. A., & Kacmar, K. M. (2000). Customer service behavior and attitudes among hotel managers: A look at perceived support functions, standards for service, and service process outcomes. Journal of Hospitality and Tourism Research 24(3), 373-397. Reprinted with permission. All rights reserved.
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