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  DOI Prefix   10.20431


 

International Journal of Managerial Studies and Research
Volume 5, Issue 2, 2017, Page No: 76-81
doi:dx.doi.org/10.20431/2349-0349.0502008

The Effect of International Hotel Employee Loyalty on Customer Behavioral Intention in Taiwan

Yen-Cheng Chen1,Pei-Ling Tsui2,Ching-Sung Lee3

1.Department of Applied Science of Living, Chinese Cultural University, Taiwan
2.Department of Hospitality Management, National Taitung College, Taiwan
3.Graduate Institute of Technological and Vocational Education, National Taipei University of Technology, Taiwan
4.Department of Restaurant, Hotel and Institutional Management, Fu Jen Catholic University, Taipei, Taiwan

Citation :Yen-Cheng Chen,Pei-Ling Tsui,Ching-Sung Lee, The Effect of International Hotel Employee Loyalty on Customer Behavioral Intention in Taiwan International Journal of Managerial Studies and Research 2017,5(2) : 76-81

Abstract

When it comes to customer satisfaction, employee loyalty seems to be an obscure contributor.However, there is evidence suggesting that employee satisfaction positively affect customer satisfaction and loyalty. We can see in literature that researcher's debate on the effects of employee loyalty. Most literature suggest that employee loyalty is beneficial that it reduces turnover intention and burnout, and increase organizational commitment. Employee loyalty is also proved connected to customer satisfaction and loyalty. Service profit chain theory explains that how employee loyalty within a high-contact service context facilitates higher service quality and performance, and makes good impression on customers exhibiting by high level of customer satisfaction and loyalty. However, will employee loyalty also affect customers' behavioral intention is rarely discussed. This study attempts to clarify this connection by conducting survey. Questionnaire is distributed to both employees and customers of high-class restaurants. Data is collected and analyzed with SPSS 20.0 package software. The results illustrate a positive relation between employee loyalty and customer behavioral intention. Restaurant managers can refer to this result and take measures to improve the level of employee loyalty to earn more profit.


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