How are the exchange relationships of front office employees reflected on customers?

2021 ◽  
pp. 1-24
Author(s):  
Yilmaz Akgunduz ◽  
Ceylan Alkan ◽  
Özge Adan Gök
Keyword(s):  
Exchange Relationships ◽  
Front Office ◽  
Office Employees

scholarly journals A METACOGNITIVE DECISION MAKING BASED-FRAMEWORK FOR BANK CUSTOMER LOYALTY MEASUREMENT AND MANAGEMENT

2015 ◽  
Vol 21 (2) ◽  
pp. 280-300 ◽  
Author(s):  
Fernando A. F. FERREIRA ◽  
Marjan S. JALALI ◽  
Ieva MEIDUTĖ-KAVALIAUSKIENĖ ◽  
Bianca A. C. P. VIANA
Keyword(s):  
Best Practices ◽  
Customer Loyalty ◽  
Driving Force ◽  
Cognitive Maps ◽  
Current Economic Climate ◽  
Economic Climate ◽  
Banking Institutions ◽  
Front Office ◽  
Office Employees

Bank customer loyalty is becoming a priority concern for banking institutions, as a means of gradually increasing complementary margins and eliminating the lack of liquidity caused by the current economic climate. Following a top down process, this focus culminates at the branch level, where banks’ front office employees are seen as a driving-force for building customer loyalty. At the same time, however, the difficulty in identifying and operationalizing the factors or determinants that most contribute to creating and maintaining bank customer loyalty has long been recognized. In this sense, based on the integrated use of cognitive maps and measuring attractiveness by a categorical based evaluation technique (MACBETH), this study proposes a multiple criteria framework for bank customer loyalty measurement and management. The results show that our framework allows bank customers with higher rates of customer loyalty to be identified and, from a benchmarking perspective, indicates what best practices should be followed to boost long-term relationships. Implications for scholars and practitioners are discussed.

Information technology and front office employees’ performance

2017 ◽  
Vol 29 (8) ◽  
pp. 2159-2177 ◽  
Author(s):  
Santiago Melián-González ◽  
Jacques Bulchand-Gidumal
Keyword(s):  
Information Technology ◽  
Task Performance ◽  
Critical Incident ◽  
Critical Incidents ◽  
Performance Model ◽  
Service Encounters ◽  
Content Type ◽  
Face To Face ◽  
Front Office ◽  
Office Employees

Purpose The aim of this paper is to analyze the role of information technology (IT) in the performance of front office employees in hotels. This is done by testing and analyzing up to what level the task performance content of receptionists depends on IT and by testing and analyzing up to what level the contents of the service encounters in which they participate depend on IT. Design/methodology/approach This paper includes in-depth interviews with 30 receptionists, using the job task performance model and the critical incident technique in the service encounter model. Findings IT takes part heavily in the task performance of front office workers, who rely on IT to get their job done. On the other hand, in service encounters, the value of the human presence is still high, and in most critical incidents, IT do not participate. Research limitations/implications The sample was located in the same destination with only two types of hotels. Practical implications The dependence of front office employees with IT is so high that some of the receptionists could be substituted by IT in the near future. However, human participation in satisfactory critical incidents is very high. Social implications Receptionists should get ready and trained taking into account that the value they provide is higher in tasks that are both not routine and in which face-to-face interactions take place. Originality/value Usually, front office employees are managed with human resources view, without taking into consideration specifically how IT has spread into the hospitality industry.

Customer Relations Management Applications in the Tourism Industry

2014 ◽  
pp. 1228-1236 ◽  
Author(s):  
Burcu Pekduyurucu Aydın
Keyword(s):  
Customer Loyalty ◽  
Customer Relations ◽  
Tourism Industry ◽  
Customer Complaints ◽  
Customer Expectations ◽  
Front Office ◽  
Office Employees

In recent years, all information about customers can be shared with employees by customer relations management in tourism establishments, and accordingly, all customer expectations can be met. As a result, producing customer loyalty can be possible. Customer relations management applications in tourism establishments is crucial with regards to competing with other establishments. The most important factor for customers to be pleased with the tourism establishments and prefer the same establishment again is the qualities of front office employees who are directly in relation with customers because front office is the first department that customers interact with. Information about front office is provided and application circumstances of the front office are explained in this research. The population consists of managers of 4-star and 5-star hotels operating in Turkey. In this research, contributions of the front office employees in providing customer loyalty, preventing customer complaints, and customer relations applications of the establishment are examined.

Customer Relations Management Applications in the Tourism Industry

2014 ◽  
pp. 334-341
Author(s):  
Burcu Pekduyurucu Aydın
Keyword(s):  
Customer Loyalty ◽  
Customer Relations ◽  
Tourism Industry ◽  
Customer Complaints ◽  
Customer Expectations ◽  
Front Office ◽  
Office Employees

In recent years, all information about customers can be shared with employees by customer relations management in tourism establishments, and accordingly, all customer expectations can be met. As a result, producing customer loyalty can be possible. Customer relations management applications in tourism establishments is crucial with regards to competing with other establishments. The most important factor for customers to be pleased with the tourism establishments and prefer the same establishment again is the qualities of front office employees who are directly in relation with customers because front office is the first department that customers interact with. Information about front office is provided and application circumstances of the front office are explained in this research. The population consists of managers of 4-star and 5-star hotels operating in Turkey. In this research, contributions of the front office employees in providing customer loyalty, preventing customer complaints, and customer relations applications of the establishment are examined.

scholarly journals Is Stress in Contact Centers Inevitable?

2021 ◽  
Vol 18 (6) ◽  
pp. 2999
Author(s):  
Diogo Gonçalves-Candeias ◽  
Maria José Chambel ◽  
Vânia Sofia Carvalho
Keyword(s):  
Well Being ◽  
Job Characteristics ◽  
Contact Center ◽  
Psychosocial Work ◽  
Psychosocial Environment ◽  
Front Office ◽  
Contact Centers ◽  
Different Characteristics ◽  
Office Employees ◽  
Back Office

It is broadly acknowledged that contact center employees are subject to high levels of stress. In this profession, there is a distinction between back-office and front-office employees. In addition, employees may perform duties in various companies with different characteristics (i.e., human resources practices, job characteristics, social support, work–personal life relationship, among others). Thus, this study focuses on the analysis of the contact centers’ (CC) psychosocial work environment and employees’ levels of stress and well-being, seeking to understand whether they change due to the specific nature of the duties they perform and the characteristics of the company. This study involved 1440 participants from 15 companies. The results indicate that front-office and back-office duties influence the perception of some job characteristics and their environment and, consequently, the stress and well-being of these employees. Furthermore, the exhaustion and general well-being of employees are seemingly independent of the duties performed and common to all companies. However, the job characteristics, psychosocial environment and employees’ levels of cynicism, work engagement and general stress were found to change according to the company in which they worked, thus highlighting the need for action in the psychosocial environment of these work duties.

scholarly journals The influence of emotional dissonance, emotional intelligence and organizational commitment on job satisfaction of employees of Bank BUMN in Indonesia

2020 ◽  
Vol 6 (1) ◽  
pp. 1
Author(s):  
Nyoman Gede Krishnabudi ◽  
Wiji Utami ◽  
Sudarsih Sudarsih
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Organizational Commitment ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Emotional Dissonance ◽  
Research Population ◽  
Front Office ◽  
Customer Services ◽  
Office Employees

This study aims to determine emotional dissonance, emotional intelligence as well as organizational commitment and their influences on job satisfaction of employees of Bank BUMN (state-owned banks) in Indonesia. The approach used in this research is a quantitative approach. The research population is 283 front office employees from 7 state-owned banks in Indonesia consisting of tellers, customer services staff, and marketing staff. All the 283 populations studied entirely. The methods of data analysis used multiple linear regression analysis. The results of test and analysis show that emotional dissonance has a negative and significant effect on job satisfaction of employees of Bank BUMN in Indonesia, emotional intelligence has a significant effect on employee job satisfaction and commitment have a positive and significant impact on job satisfaction of employees of Bank BUMN in Indonesia.

scholarly journals Job Esteem Assessment of Front Office Employees of the Hospitality Industry

2008 ◽  
Vol 3 (1) ◽  
pp. 64-74
Author(s):  
Gupta Bharti
Keyword(s):  
Hospitality Industry ◽  
Employee Performance ◽  
Self Esteem ◽  
Dynamic Phenomenon ◽  
Front Line ◽  
Negative Attitudes ◽  
Service Employees ◽  
Front Office ◽  
Job Attitude ◽  
Office Employees

Job-esteem is defined, as the level of respect and dignity an individual believes is associated with his/her job. A possible phenomenon hindering the success of the hospitality industry as it is the negative perception many service employees have of their jobs (Ghiselli,La Lopa,& Bai,2001). Many front line service employees often feel their work is insulting, demeaning and humiliating as they cater to the needs and sometimes demanding wants of customers. Hospitality industry employees are especially vulnerable to these feelings due to the nature of the services provided. Experts believed that this perception could cause poor service delivery, dislike for the guest, negative job attitude and high tumover rates. If employees do not take pride in their jobs or find dignity in what they do, they are more likely to leave the industry. Perhaps a greater concern occurs when employees with negative attitudes towards their jobs do not leave the industry but stay and provide the service. In this study the job esteem of the front office employees of the A- class hotels of Jammu region has been found through a structured instrument containing components of job esteem which is job specific esteem (i.e. Hospitality esteem, in this study), self esteem, Job satisfaction, job related anomie and work ethic. Job esteem is a dynamic phenomenon, which is interrelated to employee performance and the study makes suggestion, for the improvement of the performance of employees through interventions focused on the improvements related to the components of job esteem.

scholarly journals Front Office Management Implementation at Mandaya Karawang Hospital Based on Hospitality Principles

2019 ◽  
Vol 3 (1) ◽  
pp. 1
Author(s):  
Izaak Samuel Leihitu ◽  
Jajang Gunawijaya ◽  
Vitria Ariani
Keyword(s):  
Data Collection ◽  
Qualitative Methods ◽  
Quantitative Methods ◽  
The Public ◽  
Office Management ◽  
Growth Increase ◽  
Front Office ◽  
Increasing Demand ◽  
Office Employees ◽  
Positive Effect

Hospitals are increasingly needed by the public. The increasing demand makes hospital growth increase. An increase of 154.7% occurred between 1997 and 2017. However, the increase in hospitals was not in line with improved services. Many complaints come from patients to the services provided by the hospital. This research is a study using a combination of qualitative methods and quantitative methods. Data collection techniques in qualitative methods were by observation and interviews with informants who worked at Mandaya Hospital Karawang and Resinda Hotel Karawang managed by Padma Hotels as a comparison. Data collection on quantitative methods is by distributing questionnaires to 100 respondents of patients at Mandaya Hospital Karawang. The results showed that the principle of hospitality services is very relevant to be implemented in the Mandaya Hospital Karawang. The implementation of these policies changed the old culture that had been used to become a new culture with the principle of hospitality. Various efforts have been made by management to anticipate changes and maximize service. Front office employees who accept changes in policies and facilities are expected to be able to provide quality services to their patients. By quantitative methods, researchers found a correlation test showed that service quality had a strong and positive effect on patient satisfaction.

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