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When you use our service, you are placing your confidence in us which is why we would like to inform you that all our benefits are free of charge! You do not have to pay any extra penny for this at all. Following are the benefits we offer our clients:. The study has further identified that poor customer services resulted to loss of customers. This concept is argued to be the best concept within hospitality organization to flourish and gain attention of customers along with attaining higher profits and revenues.
Service quality determine how well the service of a particular firm has meet and satisfied the demand of customers. As per the view of Akbaba customer is considered as the king in every industry and all the efforts of businesses are directed towards achievement of high degree of customer satisfaction Akbaba, In the present scenario the competition among businesses in hospitality industry has become very tough and it is now a good situation for firms operating in this industry.
According to Ladhari now the organizations are required to ensure that they are offering the best quality of services to customers Ladhari, If the service quality is not accurate then the customer do not have to worry because he has a wide variety of alternative available. On the other hand, in order to survive and earn adequate profits, the businesses are required to focus on their services quality.
The organizations are required to understand the fact that it is very difficult to attract a new customer as compared to retaining old ones. Further high degree of customer satisfaction and their loyalty are some of the biggest asset for any organization that operates in hospitality industry.
HoweverNadiri and Tanova argued that it is not easy for businesses to maintain and manage appropriate level of quality in their services Nadir iand Tanova, The manager are required to take care of various factors in order to deliver accurate and bets quality of services. As per the view of Nadiri and Tanov service quality plays a very important role in the success of organizations in hospitality industry as it provides them with high degree of customer satisfaction Nadiri and Tanova, Other than this, when customers are provided with best quality of services then they are automatically encouraged to become loyal by making repurchase form that particular organization.
There are various tools and techniques of managing and maintaining quality which can be employed by firms. Quality services also helps businesses in increasing their sales and profitability by attracting some new customers and retaining the old one.
Along with this, it assists in increasing the market share by providing most satisfactory services to people in the market. In accordance with Han, Kim and Hyun when businesses are able to deliver fast and quality services then are able to increase their brand value and goodwill in the market Han, Kim and Hyun, It is the only reason why most of the hotels always seeks for improving their service quality in order to increase their sales and profitability rather than doing marketing and promotion of their services.
If the service quality of businesses in hospitality industry is not good then it creates dissatisfaction among mind of customers and it also encourages them to use the services of competitors Kayaman and Arasli, Further it is termed as one of the biggest loss to any kind of organization.
The concept of employee motivation and services quality aim at increasing the sales and profitability of organization. A team of highly motivated workers is able identify and satisfy the need and demand of guest in a particular hotel.
In addition to this, motivated employees provide their views and suggestion regarding how the quality of services can be improved at its best. Further he also initiates reviews and feedback from guest regrading the quality of services provided.
On the other hand, in discussion and meeting also these employees participate actively and make sure that the services provided are best in the industry. However Wat and Shaffer argued that it is not easy for employer to understand what are the factors which motivates and encourage people in the organization to give their best Wat and Shaffer, Most of the time workers are motivated when there need and demand gets satisfied.
Motivating employees is considered as one of the most difficult task for managers as there are not able to judge wherever financial rewards will motivate employees or non financial rewards. Along with this, businesses are also required to be very careful at the time of rewarding and appreciating efforts of their workers Combs and et. Even if the organization uses fair practice of rewarding employee then also a sense of dissatisfied can be created in the mind of employee which are not rewarded.
Has stated that one of the best way to achieve high degree of employee motivation is by making them engage in the formation of reward systems. Further the workers are the one which have a direct interaction with customers or guest in the hospitality industry.
Therefore they understand the need, demand problem and issues of the clients in more effective manner as compared to any other member of organization. In addition to this, a team of highly motivated employee always try to ensure that the best and most satisfactory services are provided to the customers.
On the other side of this Nadir and Tanova has explained that motivates employee also helps in implementing and managing changes in organization which is very essential in order to provide quality services Nadiri and Tanova, Further organization need to change its existing practices and activities in order to improve the overall quality of their services.
Humphrey, Nahrgan and Morgeson, has explained that motivated employees always encourages and initiates changes in organization Humphrey Nahrgang and Morgeson, Along with this, they also helps the organization in ensuring the fact that the services provided by them are the best and most effective ones.
Both service quality and motivated employees are essential for the growth and success of organization. Further it provides opportunities to expand and enhance the brand image of any businesses. It as been found that high motivation among employee will results in providing the best services to customer. Employees motivation is a force to motivate employees for improved performance as well as encouraging them for participation in organizational success.
To the view point of Hartman and Conklin employee motivation is force to gain competitive edge through making employees encouraged for providing the best services. In the corporate scenario there are various theories that are used for motivating employees, however ,a common fact of all such sets is to gain employees satisfaction so that they can work in well improved manner.
The investigation conducted by Mayfield and Mayfield the motivation theories that are based on some factors that are essential to motivate employees in an organization. It has been augured that employee motivation theories are used within hospitality organization to improve service quality and to encourage people for providing the best services.
The employee motivation theory used in hospitality organization includes Maslow's need-hierarchy theory, Herzberg's two-factor theory, Vroom's expectancy theory, Adams' equity theory, and Skinner's reinforcement theory. As per the facts of Maslow's need-hierarchy theory, the employees can be motivated by satisfying their needs in a hierarchical format, furthermore Cameron and Pierce Firstly , lower level of needs are to be satisfied before higher level so as to motivate employees.
Herzberg's theory, on the other hand based on the factors that are important to motivate employees such as motivators and hygienes. Motivator are intrinsic factors like as achievement and recognition, job satisfaction that encourage people to work effectively. The hygiene factors known to be extrinsic factors which includes pay and job insecurity. Vroom's theory based on the fact that the efforts of employees somewhat leads to quality performance and on the basis of performance employees are rewarded.
The investigation conducted by Cameron and Pierce found rewards can be provided in monetary and non-monetary terms.
The positive rewards significantly lead to high motivation among employees hence, organizational performance increases. On the other hand, Adams' theory stated that employees are to be provided with equal opportunities in the workplace so their moral can be improved. However, it has been witnessed that employees strive for equity among themselves, in an organization. The equal opportunities provided to the employees of hospitality organizations is the best motivation for employees. Skinner's theory is also a most used theory at the workplace that defines a link between behaviours of good performers and its positive outcomes in the form of organizational efficiency.
To the view point of Wang and Fesenmaier this theory also defines behaviour of non performer and their negative outcomes and this is seen to be the best factor which motivates both kinds of employees to work effectively.
This theory further facts that managers should positively reinforce employee behaviours so as to improve their performance.
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