| dc.description.abstract | Due to the development of hotel industry in Vietnam, how to create superior experience for customer and meet or even exceed their satisfaction has attracted the consideration from hoteliers. One of the most common solutions is that every hotel should make sure that the quality of service delivered by its staffs must be outstanding, which is also the competitive advantage for that hotel among thousands of opponents. Meanwhile, service climate is a familiar concept that was developed to assist firms, especially from service sector ones to achieve expected outcomes in terms of customers and employees. Therefore, this research was conducted to examine the application of service climate’s dimensions including customer orientation, work facilitation, managerial practices and compensation in elevating the employee service deliver. With that overall purpose, this research employed hotel businesses in Ho Chi Minh to analyze the relationship among four factors of service climate and employee service delivery.
This paper aims to examine whether customer orientation, work facilitation, managerial practices and compensation affect to the quality of service delivered by hotel staffs or not and if they do, how much each component would impact the service delivered quality. The correlations between factors of service climate were built based on several theories and concepts about each component which would be explained in the following sections of the study. The questionnaire was built and delivered to employees working in 3 to 5- star hotel in Ho Chi Minh City in both online and offline method. The study collected answers from 265 correspondents in total.
Based on the results, it could conclude that all factors constructed service climate were proven to have positive relation with the service performance of hotel employees. According to regression equation, the “customer orientation” has the strongest influence on employee service delivery, followed by “managerial practices” and “customer
feedback” factor while “work facilitation” was evidenced to have no statistical influence on the quality of the service provided by employee. In addition, this research suggested ways to enhance the service delivery that hotel employees performed in terms of enhancing dimensions of service climate in the hotel. | en_US |
