Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.]
This study seeks to analyse the factors that influence frontline employee behaviour towards guest satisfaction as frontline employee is the first person that any hotel guest would refer to should there be any queries. Thus, being a frontline employee will have an impact on guest approach and overal...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Universiti Teknologi MARA, Negeri Sembilan
2017
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/29484/ |
| _version_ | 1848807245008076800 |
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| author | Mohamed Idris, Aida Khalida Mohd Noor, Noorfarhana Tarmazi, Siti Anis Adilah Hashim, Norliana Ghazali, Norfadzliana |
| author_facet | Mohamed Idris, Aida Khalida Mohd Noor, Noorfarhana Tarmazi, Siti Anis Adilah Hashim, Norliana Ghazali, Norfadzliana |
| author_sort | Mohamed Idris, Aida Khalida |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | This study seeks to analyse the factors that influence frontline employee behaviour towards guest satisfaction as frontline employee is the first person that any hotel guest
would refer to should there be any queries. Thus, being a frontline employee will have an impact on guest approach and overall satisfaction. For this paper, in order to achieve the objective of the study, a review on data collected from secondary data such as journals, articles and websites were carried out. The finding of the study has proven that there is a relationship between the variables and has an impact on the service encounter. In conclusion, frontline employee behaviour is a vital factor to focus as they can give great effect on overall satisfaction or dissatisfaction for guest in their experience during their stay in the hotel. |
| first_indexed | 2025-11-14T22:39:45Z |
| format | Article |
| id | uitm-29484 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:39:45Z |
| publishDate | 2017 |
| publisher | Universiti Teknologi MARA, Negeri Sembilan |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-294842020-04-14T05:41:36Z https://ir.uitm.edu.my/id/eprint/29484/ Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.] joa Mohamed Idris, Aida Khalida Mohd Noor, Noorfarhana Tarmazi, Siti Anis Adilah Hashim, Norliana Ghazali, Norfadzliana Social psychology Interpersonal relations. Social behavior This study seeks to analyse the factors that influence frontline employee behaviour towards guest satisfaction as frontline employee is the first person that any hotel guest would refer to should there be any queries. Thus, being a frontline employee will have an impact on guest approach and overall satisfaction. For this paper, in order to achieve the objective of the study, a review on data collected from secondary data such as journals, articles and websites were carried out. The finding of the study has proven that there is a relationship between the variables and has an impact on the service encounter. In conclusion, frontline employee behaviour is a vital factor to focus as they can give great effect on overall satisfaction or dissatisfaction for guest in their experience during their stay in the hotel. Universiti Teknologi MARA, Negeri Sembilan 2017 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/29484/1/29484.pdf Mohamed Idris, Aida Khalida and Mohd Noor, Noorfarhana and Tarmazi, Siti Anis Adilah and Hashim, Norliana and Ghazali, Norfadzliana (2017) Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.]. (2017) Journal of Academia <https://ir.uitm.edu.my/view/publication/Journal_of_Academia.html>, 5 (1). pp. 147-157. ISSN 2289-6368 https://nsembilan.uitm.edu.my/joacns/ |
| spellingShingle | Social psychology Interpersonal relations. Social behavior Mohamed Idris, Aida Khalida Mohd Noor, Noorfarhana Tarmazi, Siti Anis Adilah Hashim, Norliana Ghazali, Norfadzliana Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.] |
| title | Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.] |
| title_full | Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.] |
| title_fullStr | Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.] |
| title_full_unstemmed | Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.] |
| title_short | Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.] |
| title_sort | factors that influence frontline employee behavior towards guest satisfaction in hotel / aida khalida mohamed idris... [et al.] |
| topic | Social psychology Interpersonal relations. Social behavior |
| url | https://ir.uitm.edu.my/id/eprint/29484/ https://ir.uitm.edu.my/id/eprint/29484/ |