We develop a theoretical framework that delineates the process by which customer-oriented perspective taking contributes to employees’ proactive service performance. Drawing from motivated information processing and proactivity perspectives, the model hypothesizes that employees’ customer-oriented perspective taking enhances their role breadth self-efficacy (RBSE), which in turn enhances proactive customer service performance and proactive complaint-handling performance. A three-wave, time-lagged study, involving 145 frontline employees and their immediate supervisors in the Chinese hospitality industry, tests the research model. The results of structural equation modelling show taking customers’ perspectives results in a high level of RBSE. This relationship grows stronger if employees exhibit a strongly proactive personality. A high level of RBSE also mediates the interactive effects of customer-oriented perspective taking and proactive personality on proactive customer service performance and proactive complaint-handling performance. These findings provide insights for research on perspective taking, RBSE, and proactive service performance.

https://www.onlinelibrary.wiley.com/doi/pdf/10.1111/joop.12247

Standing in My Customer's Shoes: Effects of Customer-oriented Perspective Taking on Proactive Service Performance

Article history: Received: February 16, 2020 Received in revised format: March 27 2020 Accepted: March 29, 2020 Available online: April 1, 2020 This study attempted to identify decisive factors having important impacts on international tourists’ satisfaction in Ho Chi Minh City (HCMC). By conducting a survey of 2,073 foreign visitors in HCMC, this paper explored nine determinants and their effect levels on international tourists’ destination satisfaction. Quantitative approach was mainly applied with statistical techniques used as exploratory factor, reliability, and multiple regressions analyses. The result indicated that eight out of nine factors significantly affect international tourists’ satisfaction. The nine determinants of foreign tourists’ satisfaction include cultural and historical attraction, tourist service infrastructure, local cuisine, safety and security, entertainment, destination image, negative attributes, perceived price, and natural environment; in which destination image had the strongest effect on satisfaction of international tourists in HCMC. These findings provide practical implications for practitioners, policy makers, and Department of Tourism HCMC.

http://m.growingscience.com/msl/Vol10/msl_2020_99.pdf

Elements influence international tourists’ satisfaction

One of the hotel companies’ key strategies in terms of increasing domestic and international competition is that the hotel service offer reflects a high quality level. Aim of this paper is to measure the guests’ satisfaction level by the intangible components of offer in the Kolubara District hotels, i.e. to show the significance of this dimension in the total process of providing hotel services. Satisfied guests show a higher loyalty level, which represents a precondition for visiting the same hotel by the same guests and recommend it to their friends. The research was conducted in four hotels, where 100 respondents, the guests of the hotel, were surveyed. The research results showed that the intangible dimension of hotel offer can predetermine and increase the value of services to a large degree, and guests’ satisfaction as the users of services as well.

/pdf/the-importance-of-intangible-elements-in-the-assessment-of-575g0i5q6f.pdf

The importance of intangible elements in the assessment of service quality in hotels in Kolubara District

The issue of rural tourism service quality does not retain a sufficiently important place in the existing domestic and foreign literature. The purpose of this research in service quality, which is an important initiator of tourist satisfaction and loyalty in rural tourism. The survey was conducted at the beginning of 2020 using a questionnaire based survey method to 299 respondents. With the purpose of checking the impact of the service quality on the satisfaction and loyalty of tourists in rural tourism of Sumadija and Western Serbia, an analysis was performed using SEM - Structural Equation Modeling. The survey results point there is a direct correlation between service quality and satisfaction, and as well between loyalty and satisfaction. Between service quality and loyalty there is not a direct link, but there is a large indirect effect by satisfaction. The implications of this research, limitations and future research recommendations for are outlined.

/pdf/impact-of-service-quality-on-satisfaction-and-loyalty-of-2jh9sybr81.pdf

Impact of service quality on satisfaction and loyalty of tourists in rural tourism of šumadija and western serbia

The aim of the research is to observe the influence of internal service quality and employee satisfaction on organizational commitment of employees in travel agencies. A sample of 150 respondents employed in travel agencies in Serbia was surveyed in April 2020, using the questionnaire technique and validated instruments: a modified SERVQAL model, Job Satisfaction Survey (JSS) and Organizational Commitment Questionnaire (OCQ). The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies was tested using multiple regression. Research findings have indicated that the increase in internal service quality and employee satisfaction is accompanied by an increase in organizational commitment of employees in travel agencies. Finally, the results, implications and limitations are presented, and future research recommendations are specified.

/pdf/the-influence-of-internal-service-quality-and-employee-2d6na0cwv4.pdf

The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies: The case of Serbia

The quality of employees’ work in the tourism industry depends primarily on their job satisfaction. This has directed the subject of the research in this paper to examine the impact of employee satisfaction on tourist satisfaction with the services of spa tourism in the Republic of Serbia. Research was conducted using the survey method, the questionnaire technique, in Lukovska Spa, based on a sample of 125 respondents, of which 55 were employees and 70 tourists / guests in hotels “Jelak” and “Kopaonik”. The most important fnding of the research is related to the correlation between the employee satisfaction and the tourist satisfaction with the quality of service in Lukovska Spa, which confrmed the hypothesis of the direct and positive impact of employee satisfaction on the tourist satisfaction with the quality of services. Employee satisfaction has a positive impact on the quality of the service, which directly affects the tourist satisfaction with the quality of the services provided.

/pdf/the-impact-of-employee-satisfaction-on-the-tourist-n3asjtxk3w.pdf

Ivana Nešić

Papers

The impact of employee satisfaction on the tourist satisfaction with the services of spa tourism