scholarly journals Determinants of Delegation: A Study in Five Star Hotels

2004 ◽  
Vol 29 (4) ◽  
pp. 43-56 ◽  
Author(s):  
Sumi Jha
Keyword(s):  
Service Industry ◽  
Hotel Industry ◽  
Job Characteristics ◽  
Customer Relationship ◽  
Frontline Employees ◽  
Business Context ◽  
Adequate Knowledge ◽  
The People ◽  
Continuous Feedback ◽  
The Relationship

In today's business context, managing the ever increasing customer expectations and need is a key to survival and growth. Considering the people-centric nature of the service industry, particularly the hotel industry, managing the motivation of frontline employees and retaining them for continued customer relationship is a challenge for any organization. Since customers with different needs and aspirations have to be served differently, the frontline employees of five star hotels play a significant role in establishing relationship with customers. To retain the customers, they should be properly trained based on the job they do. Trained frontline employees would understand the characteristics of their job and would be more efficient while serving the customers. The superiors would also need to delegate tasks to the subordinates and this requires adequate knowledge of the job, proper flow of information, and sharing of resources between the superiors and the subordinates. Based on a sample of 319 frontline employees of five star hotels in Mumbai, this study examines the direct and interaction effects of job characteristics and superior-subordinate relationship on delegation. The primary purpose of job characteristics is to measure job attributes that affect intrinsic motivation and job satisfaction. Job characteristics have been studied in terms of five factors: skill variety task identity feedback dealing with others friendship opportunities. In the hotel industry, the frontline employees are required to deal with the customers daily and therefore strive to maintain a conducive relationship with them. Dealing with others and friendship opportunity in the job itself help them in enhancing the relationship with customers. Continuous feedback from the superiors also helps the employees in being effective in their work. Superior-subordinate relationship is defined as the perception of subordinates about the information being shared and support being provided by the superior. It has been seen that if the relationship between the superior and the subordinate is not conducive, it hampers work as the superior may be reluctant to delegate tasks to the subordinate. The basic concept of delegation in this study is the willingness on the part of the subordinate to accept a given task so that it will result in effective completion. Delegation is measured through three factors: amount of delegation process of delegation facilitating factors of delegation. Using factor analysis, this paper studies the conceptual differences among variables like job characteristics, superior-subordinate relationship, and delegation. The factor structure that has emerged supports the view that job characteristics, superior-subordinate relationship, and delegation are conceptually from different domains and are independent of each other. Providing better characteristics of job gives the superiors the room to delegate tasks. Repetitive task with no variety in it will make the superior as well as the subordinate less passionate about the job. The major findings of the study are as follows: Direct and indirect effects of job characteristics and superior-subordinate relationship significantly influence delegation. Among the factors of job characteristics, feedback influences delegation the most, i.e., for effective completion of delegated task, continuous feedback is the key. It is imperative to retain frontline employees by providing challenging job and adequate information and by delegating effectively.

Achieving Education Excellence Through Teacher–Student Duality: An Analysis of NIRF Scores

Metamorphosis ◽  
2021 ◽  
pp. 097262252110072
Author(s):  
Nitin Gupta ◽  
Prem Vrat ◽  
Ravindra Ojha
Keyword(s):  
Professional Practice ◽  
Service Industry ◽  
Feedback Loops ◽  
Education Sector ◽  
Statistical Tools ◽  
Teacher Student ◽  
Continuous Feedback ◽  
Graduation Outcomes ◽  
The Relationship ◽  
Satisfactory Quality

In the service industry, to get the satisfactory quality outcome, both the customer and server play an important role. It is not a one-way process but a series of multiple continuous feedback loops that define the outcome. The demand levels set between both the customer and server decide whether the result will be extraordinary or ordinary. In the education sector, the customer is the student and the teacher is the server. It would be interesting to analyse this relationship and study its impact. The idea is to use the established, nationally recognized measurement criteria like National Institutional Ranking Framework (NIRF). This system has defined different criteria, of which 50% weightage has been given to teacher and student quality, named as Research and Professional Practice (RP) and Graduation Outcomes (GO). Statistical tools were used to analyse and compare the input criteria and their impact on the outcome. This attempt establishes the relationship between the teacher and student and the importance of the customer–server duality.

scholarly journals Management of relationship between customer satisfaction and services in hotel industry in Prishtina

2017 ◽  
Vol 6 (2) ◽  
Author(s):  
Dr.Sc. Shpresa Reshidi ◽  
MSc. Adelina Zeqiri ◽  
MSc. Saranda Kajtazi
Keyword(s):  
Customer Satisfaction ◽  
Hotel Industry ◽  
Demographic Variables ◽  
Customer Relationship ◽  
Significant Relation ◽  
Scientific Publications ◽  
Paper Review ◽  
The Relationship ◽  
Self Administered Questionnaire ◽  
Contingency Test

Nowadays, when companies more and more are oriented towards the customer, it is important to make a research on customer satisfaction. This paper will describe the management of relationship between customer satisfaction and services in hotel industry in Pristina.In the first part of the paper, review of the literature of different authors, from books and scientific publications. From the literature we achieved to understand customer relationship management, customer satisfaction and relationship between services and customer satisfaction. The literature review helped us to successfully carry out research for understanding the relationship between customer satisfaction and services in hotel industry.The second part of the paper includes research conducted by collecting data through self-administered questionnaire. The survey was conducted in five hotels in Pristina, where respondents through the questionnaire have expressed satisfaction with the services of the hotel. The collected data are presented through different tables, amounting to an analysis of the reliability of variables, the correlation between them and testing hypotheses through multivariate regression and contingency test. From the findings, we concluded that the tangible aspect of the hotel services, the seriousness aspect of the hotel services, the responsiveness aspect of the hotel services and the empathy aspect of the hotel services have a significant relation with customer satisfaction. But, the demographic variables did not have any significant relation with the level of customer satisfaction with services.Finally, from the obtained results it was possible to draw conclusions and recommendations for future researchers in this area.

scholarly journals Assessing Customer Satisfaction Towards Service Quality in the Hospitality Industry

2021 ◽  
Vol 16 (1) ◽  
pp. 67-73
Author(s):  
Siti Rapidah Omar Ali ◽  
Siti Norsuhaizam Norizan ◽  
Nur Shafini Mohd Said ◽  
Khalid Amin Mat ◽  
Fatanah Jislan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Service Industry ◽  
Hotel Industry ◽  
Three Dimensions ◽  
Hotel Management ◽  
Convenience Sampling ◽  
The Relationship ◽  
Survey Approach

It is proven true that the main subjects addressed by every service industry nowadays are service quality and customer satisfaction. Hence, virtuous customers’ evaluation of services is crucial for the firms. Delivering good quality service is leading to attain today’s competitive environment. This study attempts to assess the relationship between service quality and customer satisfaction in the hotel industry in Malaysia. SERVQUAL model of service quality has been used to measure the relationship between three independent variables namely Tangibility, Reliability and Responsiveness and a dependent variable that is customer satisfaction. A number of 217 hotel guests in a three-star hotel in Kuala Terengganu were selected as a sample by using a convenience sampling method. The questionnaire was used as a research instrument in a survey approach. The findings indicated that all three dimensions of service quality have a positive relationship with customer satisfaction. Responsiveness seems to be the most significant factor in satisfaction. This study contributes to the enhancement and standardization of service quality management in firms especially the hotel industry in Malaysia. The findings would offer better understanding and recommendations for hotel management transformation and practices.

Bank customer loyalty and satisfaction: the influence of virtual e-CRM

2018 ◽  
Vol 9 (2) ◽  
pp. 250-265 ◽  
Author(s):  
Eric E. Mang’unyi ◽  
Oumar T. Khabala ◽  
Krishna Kistn Govender
Keyword(s):  
Path Analysis ◽  
Banking Sector ◽  
Service Industry ◽  
Customer Relationship ◽  
Mediation Effects ◽  
Content Type ◽  
Mediating Role ◽  
Customer's Loyalty ◽  
Using Data ◽  
The Relationship

Purpose The purpose of this paper is to investigate the mediating role of customer satisfaction (CS) in the electronic-customer relationship management (e-CRM) and customer’s loyalty (CL) relationship, using data from the customers of one of the largest retail banks in Kenya. Design/methodology/approach Using survey mode, the study was administered to 90 samples (of which 78 were returned and usable), with data analysed using exploratory factor analysis to determine scale validity, and path analysis and multiple regression modelling to test hypotheses. Findings This study revealed that the interaction between e-CRM transaction features and CS was statistically significant and predicted CL, however, the interaction did not significantly account for more variance than just e-CRM features and CS. The path analysis revealed a lack of potential significant mediation effects of CS on the relationship between e-CRM and CL. Research limitations/implications Although this research may have sampling limitations and also that the model fit is confined in a single bank/service industry, the estimated model was reasonable enough and has the potential of being repeated in future studies. Originality/value The principle contribution of the present research is it supplies unique learning to bank managers and scholars alike through conceptualising and subsequently empirically verifying the path e-CRM and e-loyalty via CS, and that CS does not mediate the relationship between the aforementioned constructs. By investigating the e-CRM practices of an existing case study, it provides insights of the issue and compare to literature, therefore supplying a thorough and detailed analysis to understand the phenomenon under investigation valuable for banking sector.

Impact Of Emerging Managerial Practices On The Performance Of Indian Hotel Industry

2018 ◽  
Vol 8 (1) ◽  
Author(s):  
Mr.Mukesh Singh
Keyword(s):  
Market Orientation ◽  
Service Industry ◽  
Hotel Industry ◽  
Strategic Culture ◽  
Innovative Strategy ◽  
Managerial Practices ◽  
The People ◽  
The Government ◽  
Set Up ◽  
Modern Era

"Innovation and Market Orientation collectively are considered as the best pillar for the continued existence of any business especially in case of service industry. Hotel Industry also falls in the same purview. Hotel industry in our country, is witnessing most important transformation from conventional to modern era practises. The emerging needs in new sector have arrived from both foreign and domestic visitors. With the view to cope- up with this diverse and mounting demand of the diverse visitors the service industry is striving to create lucrative products to deal with the flamboyant want of the visitors. The government of India has also set itself on pace to fetch an innovative strategy for the emancipation of Indian hotel industry. For example government has introduced schemes to ease the investment by the people and schemes to provide better connectivity by air and land. Government has also put much emphasis on the development of infrastructural reforms of the country for the better growth of hotel industry in our country. This paper puts much emphasis on the emerging Managerial practices like Innovation, Market Orientation trend and its impact on the performance of Indian hotel industry which has drastically shaped the positive set-up of the overall industry. Paper also states the force of emerging customs in the hotel industry and the Indian economy at large from 1990 onwards this conceptual paper would debate for the significance of market orientation and innovation as a strategic culture.

Workplace incivility as a moderator of the relationships between polychronicity and job outcomes

2018 ◽  
Vol 30 (3) ◽  
pp. 1245-1272 ◽  
Author(s):  
Huseyin Arasli ◽  
Boshra Hejraty Namin ◽  
A. Mohammed Abubakar
Keyword(s):  
Job Performance ◽  
Critical Role ◽  
Hotel Industry ◽  
Monetary Incentives ◽  
Frontline Employees ◽  
Social Stressors ◽  
Content Type ◽  
The Right ◽  
The Impact ◽  
The Relationship

Purpose On the basis of person–job fit theory and conservation of resource theory, this study aims to develop and test a model to examine the impact of polychronicity on frontline employees’ job performance in hotel industry and simultaneously, investigate the moderating effects of supervisor, coworker and customer incivility as stressors in the relationship between polychronicity and employees’ job performance. Design/methodology/approach Data are obtained in North Cyprus from 262 frontline employees working in four- and five-star hotels. Findings The results suggest that polychronicity refers to employees’ performance. Customer incivility negatively and significantly influences job performance, but coworker and supervisor incivilities do not. Unlike coworker incivility, both customer and supervisor incivilities moderate the relationship between polychronicity and job performance; that is, high customer and/or supervisor incivility weaken the positive relationship between polychronicity and job performance. Practical implications Regarding the critical role of polychronic frontline employees, hotel management should recruit the right candidates and endeavor to retain such employees by offering monetary and non-monetary incentives, training and empowering. They may implement a zero-tolerance policy that simultaneously supports both parties (customers and employees). Originality/value The association between employee quality (i.e. polychronicity), job performance and incivility is often overlooked in the hospitality research. This study is the first attempt to consider the joint moderating effect of important social stressors (customer, coworker and supervisor incivility) in the hotel industry.

Antecedents, consequences and moderators of ambidextrous behaviours among frontline employees

2016 ◽  
Vol 54 (8) ◽  
pp. 1846-1860 ◽  
Author(s):  
Ya-Ling Kao ◽  
Ching-Fu Chen
Keyword(s):  
Service Industry ◽  
Service Providers ◽  
Management Strategies ◽  
Flight Attendants ◽  
Hierarchical Regression ◽  
Frontline Employees ◽  
Front Line ◽  
Content Type ◽  
Service Oriented ◽  
The Relationship

Purpose The demand for efficient and flexible workers is growing in the service industry, with the promise of enhanced revenue generation and customer retention. The purpose of this paper is to investigate the antecedents (i.e. intrinsic motivation (IM)) and consequences (i.e. service performance (SP)) of front line employees’ ambidextrous behaviours, as well as the moderating roles of a proactive personality (PP), emotional intelligence (EI) and extrinsic reward (ER) in the IM-individual ambidexterity (IA) relationship. Design/methodology/approach A self-administered questionnaire was designed to collect empirical data from 205 flight attendants working at a Taiwanese airline company. Hierarchical regression analysis is used to test the proposed relationships and estimate factor affecting employees’ SP. Findings The results confirm that IM is positively related to ambidextrous behaviour, which in turn improves SP. EI positively moderates the relationship between IM and IA, while a PP and ER negatively moderate it. Practical implications This paper entails useful implications for service providers to better understand front line employees’ ambidextrous behaviours and determine effective recruitment and reward management strategies that reflect the differing employee characteristic. Originality/value This study addresses the important issue of ambidextrous behaviours in a service-oriented context by examining whether and how PP, EI and ER moderate the relationships among IM, IA and SP.

scholarly journals PESAN DAKWAH MELALUI MUSIK ISLAMI

2018 ◽  
Vol 2 (1) ◽  
pp. 1
Author(s):  
Muhammad Taufik ◽  
Noor Fadhli Marh
Keyword(s):  
Effective Means ◽  
Human Beings ◽  
Religious Knowledge ◽  
Delivery Strategy ◽  
The Public ◽  
Adequate Knowledge ◽  
The People ◽  
Fast Flow ◽  
Relationship Of ◽  
The Relationship

<p><em>Da'wah is an obligation for everyone, especially someone who has been equipped with religious knowledge in depth, because the substance of the da'wah is to invite to the good and leave all forms of renunciation in a good way and and equipped with adequate knowledge, as well as its activities so that the message from The mission reaches the desired target. The development of the era marked by the fast flow of globalization can be felt by the people to all corners of this country. This causes us to have to rack my brain to develop strategies so that the preaching delivered can be accepted in a society that is very aware of worldly technology and modernization in various fields of life. Therefore, conventional propaganda activities tend to be less heard and sought after by the public today. In response to these problems it seems that Islamic music can be used as an effective means of da'wah today. We can assume that Islamic music is art, and art is beauty. By nature human beings are very fond of beauty, so it would be nice if preaching is delivered through media that is preferred by humans. In this study the authors collected data from various reference sources relating to Islamic da'wah and music that explained the relationship of Da'wah with Islamic music, the material and content delivered, the delivery strategy, the delivery ethics and other supporting matters, so that the propaganda activities through Islamic music can well realized and achieve the desired goals.</em><em></em></p>

scholarly journals Global Online Entrepreneurship and the Impact of Innovation on Brands

2015 ◽  
Vol 5 (2) ◽  
pp. 90-101 ◽  
Author(s):  
Ipek Krom
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Positive Relationship ◽  
Service Industry ◽  
Customer Relationship ◽  
Future Research ◽  
Brand Trust ◽  
Regression Analyses ◽  
The Impact ◽  
The Relationship

AbstractThe purpose of this paper is to evaluate the significance of innovation driven online entrepreneurship as well as the impact of innovation on brand trust, customer satisfaction and brand loyalty in the extent of service innovations.Global online entrepreneurship was explored on a theoretical basis and correlation and regression analyses were used in order to evaluate the impact of the innovations of Google on brand trust, customer satisfaction and brand loyalty. Furthermore correlation and regression analyses were used in order to find out the relationship between brand loyalty and brand trust and the relationship between brand loyalty and customer relationship in the extent of service industry. The results show a direct and positive relationship between innovation and brand loyalty, a direct and positive relationship between innovation and brand trust and a direct and positive relationship between innovation and customer satisfaction. Furthermore, according to the research findings brand trust and customer satisfaction have a direct and positive relationship with brand loyalty. This research is limited to Google users since it is the most popular search engine worldwide. In this article the impact of innovation on brand trust, customer satisfaction and brand loyalty was evaluated. For future research the impact of innovation on other variables of brand loyalty can be studied.The findings of this study inform the readers about the impact of brand trust, customer satisfaction and brand loyalty on innovation in the extent of service innovations driven by global online entrepreneurship. 

scholarly journals Determinants of consumer retention strategies for telecom service industry in Central India

2018 ◽  
Vol 16 (2) ◽  
pp. 306-320
Author(s):  
Vinod Sharma ◽  
Sunny Joseph ◽  
Jeanne Poulose
Keyword(s):  
Customer Relationship Management ◽  
Service Industry ◽  
Relationship Management ◽  
Central India ◽  
Customer Relationship ◽  
Retention Strategies ◽  
Switching Barriers ◽  
Telecom Service ◽  
Alternative Attractiveness ◽  
The Relationship

The telecommunication industry has witnessed a tremendous growth in recent times in India. It has not only been limited to voice calls, but also integrated into every aspect of human life. This has resulted in the rapid rise of market players, offering innovative products and services. In this changing scenario, we have tried to design and check a model of various factors such as loyalty, satisfaction and switching barriers (customer relationship management, alternative attractiveness and switching cost) influencing consumer retention strategies in Indian telecom service industry. A structured and undisguised questionnaire and a convenient sampling method have been used to collect the data from respondents from three most populous cities (Indore, Bhopal, and Ujjain) of Central India. Around 450 questionnaires were distributed, out of which 318 usable responses were received for final analysis. The instrument was checked for validity and reliability before the data was analyzed. The hypotheses were tested through Structure Equation Modelling (SEM) for direct effect, and Multiple Moderating Regression Analysis (MMRA) for moderating effect. The results suggested that loyalty, satisfaction, switching barriers and customer relationship management are positively related and have a direct influence on consumer retention, but the relationship with alternative attractiveness has been found weak. Switching cost, as moderating variable, was found to be very effective and showed significant deviation in the relationship between independent and dependent variables.

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