The Impact of Factors FormingEmployee Service Attitude on Service Quality, Customer Satisfaction and Loyalty in the Hotel Industry

Abstract

Purpose: This study investigates the effects of hotel employees’ service attitude on service quality and examines the relationships among hotel employees’ service attitude, service quality, customer satisfaction, and loyalty. Design/methodology/approach: A survey was administered to hotel employees in Tianjin, China. Factor analysis and regression analysis were used to test the effects and the relationships. Findings: Results show that emotional intelligence and role clarity have significant effects on service quality and customer satisfaction. However, job satisfaction does not, which is quite different from previous studies observed other than hotel employees in Tianjin, China. It means job satisfaction for the hotel employee in this region is just a factor of basic requirement to work, not a factor of improving service quality. This study also finds that service quality and customer satisfaction have a significant influence on customer loyalty. Research limitations/implications: This study was limited to hotel employees in Tianjin, China. This study concludes that hotel anagement needs to be more attentive to employees’ emotional intelligence and role clarity in order to attract or retain loyal customers and keep them satisfied. Originality/value: This study identified the relationship between employees’ service attitude and service quality, customer satisfaction and loyalty. Knowledge of these relationships can guide managers in China’s new hotel market.