How Does Employee Motivation Affect Customer Satisfaction in Hospitality Industry Free Essay Example, 2000 words

The dilemma faced when the relationship between the staff and the customer becomes too close. Their findings provide the basis for the managers and other researchers on the subject of how intimacy and passion can be utilized, to better the customer service and also how to manage such a relationship effectively. The organizations according to Zemke and Schaaf (1989, p. 60) must rely on the motivation of their employees in the delivery of high-quality services. In their research, they found out that most of the famous organizations like U. Air and Federal Express used the empowerment of employee to reach to find customer satisfaction. They defined this customer satisfaction as the empowering of the employees by use of encouragement on their using imagination and their creativity. This meant entrusting them to do the right thing in their dealings with the customer. Cook, Sue, Toby, and Peter (1981) described empowerment, as the encouragement by the managers on employees, to make judgme nts and act on their own and giving them sufficient space to do this on their own initiative. Parasuraman and Zeithaml (1991, p. 255-265) stressed that the main important factor of quality service is the consideration of consumers because they solely evaluate the service offered and not the managers. We will write a custom essay sample on How Does Employee Motivation Affect Customer Satisfaction in Hospitality Industry or any topic specifically for you Only $17.96 $11.86/page They used the SERVQUAL scale where they used the variants like reliability, tangibles, assurance, responsiveness, and others. By using this scale, they found out that it offered a valid and reliable means of measuring the quality of service across a number of service industries.