Employee Attractiveness and Customers’ Service Failure Perceptions
Employee Attractiveness and Customers’ Service Failure Perceptions
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DOI：
10.1080/19368623.2017.1329046
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发表时间：
2018-01
影响因子：
12.5
通讯作者：
Bilge Villi;E. Koç
中科院分区：
文献类型：
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作者：
Bilge Villi;E. Koç
摘要本研究的目的是探讨如何在土耳其的酒店客户响应服务失败时，他们互动的服务人员是有吸引力的或没有。基于239个基于网络的调查，它是建立在客户的服务人员的吸引力的积极影响。研究结果指出，服务失误体验的类型与饭店顾客的性别、收入、教育程度有显著差异。该研究具有重要的理论和实践意义。
ABSTRACT This study aims to explore how hotel customers in Turkey respond to service failures when the service personnel they interact with are attractive or not. Based on 239 scenario-based surveys, it is established that customers are positively influenced by the attractiveness of service personnel. The findings point out that there are marked differences in terms of the type of service failure experience and hotel customers’ gender, income, and the level of education. The study has important theoretical and practical implications.