The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality
- 1 July 1999
- journal article
- research article
- Published by Informa UK Limited in The Service Industries Journal
- Vol. 19 (3), 97-118
- https://doi.org/10.1080/02642069900000032
Abstract
While product attributes serving as quality and value cues have been extensively researched, very little attention has been paid to the performance cues used by consumers when interacting with multiple employee groups during the service encounter: This article reports on a study which examined the impact of hotel employee performance cues on guest perception of service quality, value and guest loyalty to the hotel establishment. The results highlight the importance of identfying key performance cues in order to optimise guest perception of service quality as well as increasing guest loyalty to the hotel.Keywords
This publication has 45 references indexed in Scilit:
- Customer Perceptions of Service Operations: Gestalt, Incident or Mythology?The Service Industries Journal, 1997
- Use of Service Quality Gap Theory to Differentiate between Foodservice OutletsThe Service Industries Journal, 1996
- Dineserv: A Tool for Measuring Service Quality in RestaurantsCornell Hospitality Quarterly, 1995
- The marketing planning process: Behavioral problems compared to analytical techniques in explaining marketing plan credibilityJournal of Business Research, 1994
- Exploring the concept of affective quality: Expanding the concept of retail personalityJournal of Business Research, 1994
- A Customer-Survey ToolCornell Hospitality Quarterly, 1992
- An empirical assessment of the SERVQUAL scaleJournal of Business Research, 1992
- A Multistage Model of Customers' Assessments of Service Quality and ValueJournal of Consumer Research, 1991
- Evaluating Service Encounters: The Effects of Physical Surroundings and Employee ResponsesJournal of Marketing, 1990
- Guest Surveys: A Missed OpportunityCornell Hospitality Quarterly, 1981