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Journal of Hospitality & Tourism Research, Vol. 24, No. 3, 373-397 (2000)
DOI: 10.1177/109634800002400305
© 2000 ICHRIE

Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions, Standards for Service, and Service Process Outcomes

Alex M. Susskind

Cornell University, ams76{at}cornell.edu

Carl P. Borchgrevink

Michigan State University, carlb{at}pilot.msu.edu

Robert A. Brymer

Florida State University

K. Michele Kacmar

Florida State University

A model of customer service behavior and outcomes was proposed and tested among managerial-supervisory personnel (N = 250) from 11 hotel properties within six large national and international hotel companies. Confirmatory factor analyses yielded a reliable approach to examine elements of customer service and outcomes in a service-based setting. Specifically, organizational support was represented by two independent dimensions of coworker support and supervisory support. A dimension of standards for service was presented and validated as a central mediating factor in the perception of service processes, along with customer (guest) orientation, job satisfaction, organizational commitment, and turnover intentions as outcome measures in a path model of customer service behavior.

Key Words: customer service process • organizational support • standards for service


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[Abstract] [PDF]