Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.]

Mohamed Idris, Aida Khalida and Mohd Noor, Noorfarhana and Tarmazi, Siti Anis Adilah and Hashim, Norliana and Ghazali, Norfadzliana (2017) Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.]. Journal of Academia, 5 (1). pp. 147-157. ISSN 2289-6368

Abstract

This study seeks to analyse the factors that influence frontline employee behaviour towards guest satisfaction as frontline employee is the first person that any hotel guest would refer to should there be any queries. Thus, being a frontline employee will have an impact on guest approach and overall satisfaction. For this paper, in order to achieve the objective of the study, a review on data collected from secondary data such as journals, articles and websites were carried out. The finding of the study has proven that there is a relationship between the variables and has an impact on the service encounter. In conclusion, frontline employee behaviour is a vital factor to focus as they can give great effect on overall satisfaction or dissatisfaction for guest in their experience during their stay in the hotel.

Metadata

Item Type: Article
Creators:
CreatorsID Num. / Email
Mohamed Idris, Aida Khalidaaida560@ppinang.uitm.edu.my
Mohd Noor, NoorfarhanaUNSPECIFIED
Tarmazi, Siti Anis AdilahUNSPECIFIED
Hashim, NorlianaUNSPECIFIED
Ghazali, NorfadzlianaUNSPECIFIED
Subjects: H Social Sciences > HM Sociology > Social psychology
H Social Sciences > HM Sociology > Social psychology > Interpersonal relations. Social behavior
Divisions: Universiti Teknologi MARA, Negeri Sembilan > Kuala Pilah Campus
Journal or Publication Title: Journal of Academia
Journal: UiTM Journal > Journal of Academia UiTM Negeri Sembilan
ISSN: 2289-6368
Volume: 5
Number: 1
Page Range: pp. 147-157
Item ID: 29484
Uncontrolled Keywords: Factors that influence frontline employee behavior towards guest satisfaction in hotel
URI: http://ir.uitm.edu.my/id/eprint/29484

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