Investigating the relationship between employee satisfaction and guest satisfaction

Cornell Hotel and Restaurant Administration Quarterly

Volumn 41, Issue 6, 2000, Pages 29-33

  Spinelli, Michael A ^a   Canavos, George C ^a  

^a VIRGINIA COMMONWEALTH UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0034410337     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0010-8804(00)89019-9     Document Type: Article

References (13)

1. 1 Dawn Iacobucci, Kent Grayson, and Amy Ostrom, "Customer Satisfaction Fables," Sloan Management Review, Summer 1994, p. 93.
2. 2 Carol Ravenel, "A New Way to Satisfy Guests," Lodging Hospitality, May 1992, p. 32.
3. 3 See, for example: Jonathan D. Barsky and Richard Labagh, "A Strategy for Customer Satisfaction," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 5 (October 1992), pp. 32-37; and Betsy Gelb, "Incentives to Increase Survey Returns: Social-class Considerations," Journal of Marketing Research, February 1975, p. 107. See also: Jonathan D. Barsky and Stephen J. Huxley, "A Customer Survey Tool: Using the Quality Sample," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 6(December 1992), pp. 18-25.
4. 3 See, for example: Jonathan D. Barsky and Richard Labagh, "A Strategy for Customer Satisfaction," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 5 (October 1992), pp. 32-37; and Betsy Gelb, "Incentives to Increase Survey Returns: Social-class Considerations," Journal of Marketing Research, February 1975, p. 107. See also: Jonathan D. Barsky and Stephen J. Huxley, "A Customer Survey Tool: Using the Quality Sample," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 6(December 1992), pp. 18-25.
5. 3 See, for example: Jonathan D. Barsky and Richard Labagh, "A Strategy for Customer Satisfaction," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 5 (October 1992), pp. 32-37; and Betsy Gelb, "Incentives to Increase Survey Returns: Social-class Considerations," Journal of Marketing Research, February 1975, p. 107. See also: Jonathan D. Barsky and Stephen J. Huxley, "A Customer Survey Tool: Using the Quality Sample," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 6 (December 1992), pp. 18-25.
6. 4 Susan Hall, " Hotel's Success Breeds Happy Employees, " Hotel & Motel Management, Vol. 210, No. 18 (October 16, 1995), p. 3; Robert A. Brymer, "Employee Empowerment: A Guest Driven Leadership Strategy," Cornell Hotel and Restaurant Administration Quarterly, Vol. 32, No. 1 (May 1991), pp. 58-68; Bob Mill, "How to Treat Your Employees Like Customers," Nation's Restaurant News, Vol. 30, No. 11 (March 18, 1996), p. 56.
7. 4 Susan Hall, " Hotel's Success Breeds Happy Employees, " Hotel & Motel Management, Vol. 210, No. 18 (October 16, 1995), p. 3; Robert A. Brymer, "Employee Empowerment: A Guest Driven Leadership Strategy," Cornell Hotel and Restaurant Administration Quarterly, Vol. 32, No. 1 (May 1991), pp. 58-68; Bob Mill, "How to Treat Your Employees Like Customers," Nation's Restaurant News, Vol. 30, No. 11 (March 18, 1996), p. 56.
8. 4 Susan Hall, " Hotel's Success Breeds Happy Employees, " Hotel & Motel Management, Vol. 210, No. 18 (October 16, 1995), p. 3; Robert A. Brymer, "Employee Empowerment: A Guest Driven Leadership Strategy," Cornell Hotel and Restaurant Administration Quarterly, Vol. 32, No. 1 (May 1991), pp. 58-68; Bob Mill, "How to Treat Your Employees Like Customers," Nation's Restaurant News, Vol. 30, No. 11 (March 18, 1996), p. 56.
9. 5 See: Tony Simons and Cathy A. Enz, "Motivating Employees: Beyond the Carrot and the Stick," Cornell Hotel and Restaurant Administration Quarterly, Vol. 36, No. 1 (February 1995), pp. 20-27.
10. 6 For a discussion of how to encourage responses, see: Barsky and Huxley, pp. 18-25.
11. 7 See: Lawrence E. Sternberg, "Empowerment: Trust vs. Control," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 1 (February 1992), pp 68-72; and John J. Weaver, "Want Customer Satisfaction? Satisfy Your Employees First," HR Magazine, February 1994, pp. 110-112.
12. 7 See: Lawrence E. Sternberg, "Empowerment: Trust vs. Control," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 1 (February 1992), pp 68-72; and John J. Weaver, "Want Customer Satisfaction? Satisfy Your Employees First," HR Magazine, February 1994, pp. 110-112.
13. 8 W.M. Bruce and J.W. Blackburn, Balancing Job Satisfaction and Performance: A Guide for Human Resource Professionals (Westport, CT: Quorum Books, 1992).