Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions,Standards for Service,and Service Process Outcomes

Abstract

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.

Keywords

customer service process organizational support standards for service

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