Linking Job Satisfaction And Consumer B'ehavior
Sherif Hassan Mahmoud Abdou;
Abstract
Hospitality managers usually consider their employees as a cost. However, they represent a factor generating profit. The thesis is based on finding the link between job satisfaction and customer satisfaction. It is divided into three parts.
The first part which is composed, of three chapters discusses the job satisfaction in details. The researcher begins tllis part by mentioning the human resources process. He discusses each step in the process and its effect on job satisfaction. Then he focuses on the factors leading to the job satisfaction. He explains the job stress, its dimensions and effects. The causes of job dissatisfaction and how to improve job satisfaction are clarified.
The second part of tl1e tl1esis includes two chapters. It starts with stressing on the service nux in hospitality industry with its two perceptions, the old and the new one. It serves as an approach to understand consumer behavior and sustain consumer satisfaction.
The customer expectation ofthe service is explained. The service quality and its dimensions are also mentioned. This chapter ended with tl1e five gap model of service quality as they represent a source of dissatisfaction for the customers.
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The following chapter aims to finding how to achieve consumer satisfaction. The Ritz Carlton customer's tool is mentioned as an example that helps to sustain customer satisfaction.
The researcher states five hypotheses that are proved through statistical tests. He also offers a new perception for the structure of the working enviromnent that leads to job satisfaction. The new perception is presented in the employee's survey in the fonn of some questions that measure their satisfaction.
Finally, the researcher clarifies his idea in the fonn of a model and some conclusions and recmmnendations are mentioned
The first part which is composed, of three chapters discusses the job satisfaction in details. The researcher begins tllis part by mentioning the human resources process. He discusses each step in the process and its effect on job satisfaction. Then he focuses on the factors leading to the job satisfaction. He explains the job stress, its dimensions and effects. The causes of job dissatisfaction and how to improve job satisfaction are clarified.
The second part of tl1e tl1esis includes two chapters. It starts with stressing on the service nux in hospitality industry with its two perceptions, the old and the new one. It serves as an approach to understand consumer behavior and sustain consumer satisfaction.
The customer expectation ofthe service is explained. The service quality and its dimensions are also mentioned. This chapter ended with tl1e five gap model of service quality as they represent a source of dissatisfaction for the customers.
)--
The following chapter aims to finding how to achieve consumer satisfaction. The Ritz Carlton customer's tool is mentioned as an example that helps to sustain customer satisfaction.
The researcher states five hypotheses that are proved through statistical tests. He also offers a new perception for the structure of the working enviromnent that leads to job satisfaction. The new perception is presented in the employee's survey in the fonn of some questions that measure their satisfaction.
Finally, the researcher clarifies his idea in the fonn of a model and some conclusions and recmmnendations are mentioned
Other data
| Title | Linking Job Satisfaction And Consumer B'ehavior | Other Titles | الربط بين الرضاء الوظيفى وسلوك العميل | Authors | Sherif Hassan Mahmoud Abdou | Issue Date | 2001 |
Attached Files
| File | Size | Format | |
|---|---|---|---|
| B12077.pdf | 975.46 kB | Adobe PDF | View/Open |
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