NDLI: La experiencia en la relación entre los empleados de primera línea y los clientes: caso exploratorio sobre la identificación con la misión en la industria de la hotelería española

Content Provider	Semantic Scholar
Author	Forné, Francesc Fusté
Copyright Year	2015
Abstract	Corporations in the hospitality industry have to succeed in creating experiences. This requires having a direct relationship with consumers and knowing their behaviour trends (i.e. through satisfaction questionnaires). This paper provides the results of a study of six Spanish hotel firms. Based on a face-to-face sample of interviews to 66 Spanish hotel managers and front-line reception employees, the findings suggest that employees’ corporation mission identification is highly correlated with customer identification outlined here through the percentage of satisfaction questionnaires filled.
Starting Page	197
Ending Page	218
Page Count	22
File Format	PDF HTM / HTML
DOI	10.6018/turismo.36.230961
Alternate Webpage(s)	https://www.redalyc.org/pdf/398/39841130009.pdf
Alternate Webpage(s)	https://digitum.um.es/xmlui/bitstream/10201/45937/1/230961-816221-1-PB.pdf
Alternate Webpage(s)	https://doi.org/10.6018/turismo.36.230961
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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