Personalized service creates better value and customer perceived quality towards guest’s satisfaction and differentiates the hotel among competitors, so as to diminish competition and move towards hotel’s success. Customers have different values and different grounds, and they may even perceive the same service value in different form of services. The aim of the personalized service is to create customer value, for the reason to reinforce customer recognition to hotel service and hotel brand. Edvardsson (1996) emphasized that the concept of service should come with customer 's viewpoint. The more the service is highly personalized, customers getting the more in their favor as well as to cater to customer’s preference.
These groups express the important differences which depends on the tourist intention to revisit or to recommend the destination to others. As noted by Yoon and Uysal (2005), the tourist destinations may be judged as the products and the tourists or visitors are able to revisit or recommend them to other possible tourists whom them they know have potential to visit such as family or friends. Moreover, Chen and Gursoy (2001), pointed out that the destination loyalty is like the tourist’ perception level to the destination as it’s a nice place. It should be recommended or proposed to their friends or family but the studies considering revisits as the key factor of loyalty to the destination are still insufficient because the tourists who do not revisit to the destination may honestly discover the different travel experiences with the new destinations, while keeping the loyalty to the previous trip. Recent research study focused on the satisfaction at the comprehensive level, researcher pay their attentions to the level of attribute of the satisfaction (Oliver, 1993).
The success of tourism marketing is its dependence on creating an atmosphere in which employees desire to give good service and sell tourism to visitors. To produce such an atmosphere requires the following four important factors (Chacko, 1997; and Obiadat, 2000). Firstly, hospitality and guest relations, an organization wide emphasis on hospitality and guest relations, include oriented approach on the part of the owners and managers as well as the employees. If the manager is not customer sensitive, it is improbable that the lower paid employees will be. Secondly, quality controls of a programme that focuses on improving both the technical quality (the standards associated with what the customer receives) and the functional quality (the standards
Customer service effectiveness plays a vital role for tourism businesses & organizations to gain competitive advantage in the current market (Berry, 1995; Bowen & Schneider, 1988). Satisfied customers tend to return for the same business and will also sometimes make recommendations of the particular business to other people via word-of-mouth (Rucci, Kirn, & Quinn, 1998). Thus from this we know that obtaining a high level of customer satisfaction will provide a huge return on the profit generated. Researches has been done and it shows that customer retention is increasingly profitable for the subsequent years in many industries (Reicheld & Sasser, 1990). This theory should be able to apply for hospitality industry as well as customer retention
The importance of service quality arises from the essential need to create customer satisfaction. It is like a chain that used to connect customer expectations and perceptions in order to achieve customer satisfaction. Service quality can simply described as the difference between customer expectation of the service they will use and customer perception of the service has been provided (Oliver 1997). The higher the conformance of degree, the excellent the service quality will be and vice versa. Accordingly, the core value to achieve good service quality is customer satisfaction (Oliver 1997) or maybe the customer will be more pleasured and become loyal customer (Gibson 2005) and that means that they are also likely to spread positive word
Introduction: Travel is the movement of people between relatively distant geographical locations, also relatively short stays between successive movements. The travel is very important in our life. So there are many incentives that make tourist travel to several places, such as nice weather, comfort, and self-entertainment and to enjoy. Focuses on my search the role of destination in tourism, types of destination and remarkable point is about travel motivators and how these motives influence people in choice of destination. Role of destination in tourism: Destinations of the tourism are the places which the tourists are visiting.
IMPACTS OF MOTIVATION ON EMPLOYEE JOB SATISFACTION INTRODUCTION The main reasons for doing this study is to determine the impacts of motivation on employee job satisfaction in the hospitality sector of tourism. Job satisfaction according to Statt (2004:78) from the perspective of hospitality can be defined as the level by which an employee is more comfortable with the rewards he or she gets out of his or her job, particularly in terms of intrinsic motivation by the employer. George (2008:78) added another view that states that job satisfaction is the collection of feeling and beliefs that employees have about their current jobs as well the favourable environment in which they work upon. Saayman & Slabbert (2003:6) provides a clear description
If not responded to quickly by the East Java provincial government, it is not impossible tourist destination in East Java province will be left by foreign travelers. Based on the background above, the researcher is interested in studying the effect of service quality and customer satisfaction with the trust and loyalty of foreign tourists to visit tourist attraction in East Java Province The purpose of this study was to examine the influence of service quality and customer satisfaction with the trust and loyalty of foreign tourists to visit tourist attraction in East Java
Furthermore, Zeithaml and Bitner (1996) identified two dimensions to measure behavioral intention. Favorable intentions means the customers will spread a positive word-of-mouth, repurchase intention and loyalty (Ladhari, 2008; Zeithaml and Bitner, 1996), while unfavorable behavioral intention tends to spread a negative word-of-mouth and conveys their negative experiences to other customers and intention to switch to competitors. Indeed, clients who are highly satisfied with a destination they continue dealing with the service provider and send positive messages to other people. Prayag in his research in tourism area stated that favorable intensions symbolize loyalty (Prayag, etal; 2013). Destination loyalty is the central concept and one of the most important outcomes of product/service quality in tourism destinations.
Planned behaviour influences employees who highly perceive online destination image, online tourists’ satisfaction, and motivation to visit to reimburse their organizations through hard work. Furthermore based on the standards of reciprocal ideology, travel agents and their employees expect recognition from their institutions such as reward for their tireless efforts. The commitment of the tourism organizations towards rewarding their employees could either be in the form of financial or rewards based on non-financial activities such as work life and benefits and with the ideology of planned behaviour theory tourists can be lured, enticed and attracted into the