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The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality

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  • Julian Gould-Williams

Abstract

While product attributes serving as quality and value cues have been extensively researched, very little attention has been paid to the performance cues used by consumers when interacting with multiple employee groups during the service encounter: This article reports on a study which examined the impact of hotel employee performance cues on guest perception of service quality, value and guest loyalty to the hotel establishment. The results highlight the importance of identfying key performance cues in order to optimise guest perception of service quality as well as increasing guest loyalty to the hotel.

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  • Julian Gould-Williams, 1999. "The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 97-118, July.
    • Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:97-118
    DOI: 10.1080/02642069900000032
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    References listed on IDEAS

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    1. Caren Siehl & David E. Bowen & Christine M. Pearson, 1992. "Service Encounters as Rites of Integration: An Information Processing Model," Organization Science, INFORMS, vol. 3(4), pages 537-555, November.
    2. Nick Johns & PHIL TYAS, 1997. "Customer Perceptions of Service Operations: Gestalt, Incident or Mythology?," The Service Industries Journal, Taylor & Francis Journals, vol. 17(3), pages 474-488, July.
    3. Piercy, Nigel F. & Morgan, Neil A., 1994. "The marketing planning process: Behavioral problems compared to analytical techniques in explaining marketing plan credibility," Journal of Business Research, Elsevier, vol. 29(3), pages 167-178, March.
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    Citations

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    Cited by:

    1. Nicolau, Juan Luis & Sellers, Ricardo, 2010. "The quality of quality awards: Diminishing information asymmetries in a hotel chain," Journal of Business Research, Elsevier, vol. 63(8), pages 832-839, August.
    2. Lorenzo Masiero & Juan L. Nicolau, 2012. "Price Sensitivity to Tourism Activities: Looking for Determinant Factors," Tourism Economics, , vol. 18(4), pages 675-689, August.
    3. Nicolau, Juan L., 2011. "Differentiated price loss aversion in destination choice: The effect of tourists’ cultural interest," Tourism Management, Elsevier, vol. 32(5), pages 1186-1195.
    4. Zhaoquan Jian & Ho Kwong Kwan & Qian Qiu & Zhi Qiang Liu & Frederick Hong-kit Yim, 2011. "Abusive supervision and frontline employees' service performance," The Service Industries Journal, Taylor & Francis Journals, vol. 32(5), pages 683-698, August.
    5. Javier M. Moguerza & Clara Martín-Duque & Juan José Fernández-Muñoz, 2022. "The importance of service quality as an instrument for client customization: a methodological and practical approach within the hotel sector," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(3), pages 1631-1642, June.
    6. Barney, Christian & Jones, Carol L. Esmark & Farmer, Adam, 2020. "Approacher be-wear? Increasing shopper approach intentions through employee apparel," Journal of Business Research, Elsevier, vol. 108(C), pages 401-416.
    7. Sainaghi, Ruggero & Phillips, Paul & Zavarrone, Emma, 2017. "Performance measurement in tourism firms: A content analytical meta-approach," Tourism Management, Elsevier, vol. 59(C), pages 36-56.
    8. Ana B. Casado-Díaz & Leonor M. Pérez-Naranjo & Ricardo Sellers-Rubio, 2017. "Aggregate consumer ratings and booking intention: the role of brand image," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 543-562, September.
    9. Huiping Huang & Ganlin Nan, 2023. "Factors Influencing Continuance Intention of Time-Sharing Cars," Sustainability, MDPI, vol. 15(13), pages 1-17, July.
    10. Han, Xiaoyun & Chen, Shuping & Chen, Bing, 2022. "From employee engagement to customer engagement: A multilevel dual-path model of engagement spillover effects in service ecosystems," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    11. Nabil Ghantous, 2015. "Re-examining encounter intensity's conceptualisation, measurement and role," The Service Industries Journal, Taylor & Francis Journals, vol. 35(5), pages 237-254, March.
    12. Sánchez-Fernández, Raquel & Iniesta-Bonillo, M. à ngeles, 2009. "Efficiency and quality as economic dimensions of perceived value: Conceptualization, measurement, and effect on satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 16(6), pages 425-433.
    13. Juan L. Nicolau & Ricardo Sellers, 2011. "The Effect of Quality on Hotel Risk," Tourism Economics, , vol. 17(1), pages 39-52, February.

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