Original title: Understanding the Influence of Hotel Staff’s Service Quality on Guest Loyalty: A Qualitative Study
The researchers interviewed hotel guests about service and whether they would return or recommend a hotel. They looked for repeated ideas in the interviews. Guests valued friendly, professional service that was prompt, trustworthy, and solved their problems. They also appreciated employees who made extra efforts. Delays, unmet needs, and a lack of follow-up could make service fall short.
Imagine asking a friend to help you carry groceries inside. It goes badly if they arrive late, ignore what you need, or leave without checking whether the bags made it in. In this paper, those moments stand for hotel service that guests felt fell short; prompt, caring help that solves problems stands for service that can encourage guests to return or recommend the hotel.
Hotel guests decide whether to return or recommend a hotel partly through how employees treat them. The findings point to practical details hotels can focus on: respond promptly, communicate well, solve problems, and follow up.
The abstract reports interviews with selected hotel guests and themes from their accounts. It does not give the number or location of participants, or establish how widely the findings apply. It describes guests' perceptions and intentions, not measured rates of return visits or recommendations.
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Understanding the Influence of Hotel Staff’s Service Quality on Guest Loyalty: A Qualitative Study — Katrin Erika A Buted — International Journal of Innovative and Multidisciplinary Research — doi:10.66206/eduheart.ijimr.37
Abstract licence: CC BY
Explanation generated by Synthesis from the abstract — it is not the original paper.