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Full-Text Articles in Business
The Customer's Role In The Service Encounter: The Effects Of Control And Fairness, Karthik Namasivayam, Timothy Hinkin
The Customer's Role In The Service Encounter: The Effects Of Control And Fairness, Karthik Namasivayam, Timothy Hinkin
Timothy R. Hinkin
Two key elements of service satisfaction for customers are the perception that they have at least some control or choice and that the service provider is being fair. That notion was tested in a video-based experiment in which 50 subjects watched either a restaurant-based or hotel-based scenario that depicted an employee's response to the subject's request for a change in the original order or reservation. In half the scenarios the guest's wish was granted and in half; it was not. Whether the request was granted or not, in half the scenarios the employee behaved in a fair fashion (by being …
The Costs Of Employee Turnover: When The Devil Is In The Details , J. Tracey, Timothy Hinkin
The Costs Of Employee Turnover: When The Devil Is In The Details , J. Tracey, Timothy Hinkin
Timothy R. Hinkin
Employee turnover continues to be a concern for many hospitality firms. To gain insights about the relative costs of different aspects of turnover, we first compared the costs of turnover for different hotel types. Based on data gathered from 33 U.S. hotels, we found that the costs of turnover were generally higher for: (1) higher complexity jobs; (2) independent properties; (3) properties with relatively high room rates; (4) large properties; (5) high- occupancy properties; (6) properties in markets with a high cost-of-living index; and (7) properties in markets with a high unemployment rate. We also examined the relative effects of …
Continued Relevance Of "Factors Driving Meeting Effectiveness", Timothy Hinkin, J. Tracey
Continued Relevance Of "Factors Driving Meeting Effectiveness", Timothy Hinkin, J. Tracey
Timothy R. Hinkin
Recent history has only reinforced guests’ preferences regarding meeting-space attributes. Tops is safety and security, followed by service, service, service.