The Effect of Customer Empowering Behaviors on Service Performance in Hospitality Industry
DOI:
https://doi.org/10.5281/zenodo.5136861Abstract
Customers’ actions may encourage and motivate employees to make decisions about successful service delivery which is called customer empowering behaviors (Dong, Chuang, Liao, Zhou & Campbell, 2015). This article aims to explain antecedents of customer empowering behaviors which have impacts on employee absorption and customer service performance in the service industry. In this study, a multilevel conceptual model is used and suggests that customer empowering behaviors will be efficient on customer service performance through fostering job engagement. Quantitative research method is used by collecting questionnaires from 421 frontline employees who work either at the reception desk or guest relations in hotels with 4 and 5 stars in the South and South Western districts of Turkey. SEM and HLM were used to analyze collected data in research. The results indicate that customer empowering behaviors play a vital role that affects customer service performance through promoting employee absorption, however, customer complexity has not any significant effect on relationships between customer empowering behaviors and employee absorption and customer service performance.
Downloads
Veröffentlicht
Zitationsvorschlag
Ausgabe
Rubrik
Lizenz
The Author(s) must make formal transfer of copyright for each article prior to publication in the International Journal of Contemporary Economics and Administrative Sciences. Such transfer enables the Journal to defend itself against plagiarism and other forms of copyright infringement. Your cooperation is appreciated. You agree that copyright of your article to be published in the International Journal of Contemporary Economics and Administrative Sciences is hereby transferred, throughout the World and for the full term and all extensions and renewals thereof, to International Journal of Contemporary Economics and Administrative Sciences.
The Author(s) reserve(s): (a) the trademark rights and patent rights, if any, and (b) the right to use all or part of the information contained in this article in future, non-commercial works of the Author's own, or, if the article is a "work-for-hire" and made within the scope of the Author's employment, the employer may use all or part of the information contained in this article for intra-company use, provided the usual acknowledgements are given regarding copyright notice and reference to the original publication.
The Author(s) warrant(s) that the article is Author's original work, and has not been published before. If excerpts from copyrighted works are included, the Author will obtain written permission from the copyright owners and shall credit the sources in the article. The author also warrants that the article contains no libelous or unlawful statements, and does not infringe on the rights of others. If the article was prepared jointly with other Author(s), the Author agrees to inform the co-Author(s) of the terms of the copyright transfer and to sign on their behalf; or in the case of a "work-for-hire" the employer or an authorized representative of the employer.
The journal is registered with the ISSN : 1925-4423.
IJCEAS is licensed under a Creative Commons Attribution 4.0 International License.
This license lets others distribute, remix, tweak, and build upon your work, even commercially, as long as they credit you for the original creation. This is the most accommodating of licenses offered. Recommended for maximum dissemination and use of licensed materials.
