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Professionalism Perception and Client Satisfaction: An Analysis of the Bouncers-Doormen Performance

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Listed:
  • Rui Silva

    (Instituto Superior de Gestão, Portugal)

  • Ana Amaro

    (Instituto Superior de Gestão, Portugal)

  • Alvaro Dias

    (Universidade Lusófona, Portugal and ISCTE-IUL, Portugal)

Abstract

This research aims to evaluate the degree of customer satisfaction of the nightclubs with the security guards, as well as the perception of their professionalism in performing their duties. Using survey data from 479 nightclubs clients to assess the clients’ professionalism perception of bouncers-doormen and satisfaction. The results indicate an overall satisfaction and bouncers-doormen to be recognized as professionals. Findings also partially contradict previous research. Despite recognizing a certain degree of abuse of power, customers consider those professionals as helpful, especially in emergency situations where they provide guidance and the necessary support. They are also considered to properly watch and protect people and goods in night-time entertainment spaces and have a good ability to foresee and anticipate incidents.

Suggested Citation

  • Rui Silva & Ana Amaro & Alvaro Dias, 2022. "Professionalism Perception and Client Satisfaction: An Analysis of the Bouncers-Doormen Performance," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 13(1), pages 1-18, January.
    • Handle: RePEc:igg:jssmet:v:13:y:2022:i:1:p:1-18
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    References listed on IDEAS

    as
    1. Swati Sisodia & Neetima Agrawal, 2019. "Examining Employability Skills for Healthcare Services in India: A Descriptive Literature Review," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 10(3), pages 63-79, July.
    2. Masud Ibrahim & Ssendiwal Abdallahamed & Diyawu Rahman Adam, 2018. "Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 9(4), pages 73-89, October.
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