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Saravana Kumar, G.
- Influence of Leadership Styles on Employees' Commitment to Service Quality
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The study was made with conceptual model famed by Ronald clark (2009). The study has the following objectives: to analyze the impact of participative and empowering styles of leadership qualities on frontline ECSQ; to assess the relationship among employees’ attributes and to analyze the mediating role of participative and empowering leadership styles on MCSQ and the employees’ role clarity; to assess the mediating role of participative and empowering leadership styles on commitment to service quality by management and the employees’ shared customer oriented values and to access the mediating role of participative and empowering leadership styles on MCSQ and the employees’ job satisfaction.
Based on the objectives fourteen hypotheses have been framed to test the significance of the influence of the leadership styles with employees’ job satisfaction, role clarity and shared customer oriented values. Two sets of questionnaires based on standard scales were used in the study, one for managers of the hotels and other for the front line employees of the hotel. Boot strapping was performed to obtain the statistical significance of path coefficients using a t-test. The indirect and total effects were measured using Smart PLS. Sobels`s test was performed for mediation analysis.
The findings of the research are (i) participative leadership style is found to be the more suitable style of leadership for Hotel managers since it has significant influence of employees attributes of satisfaction in job, clarity in role shared values. Besides the other findings are also presented.
Authors
Affiliations
1 School of Management, SRM University, Kattankulathur, Chennai, Tamil Nadu, IN
1 School of Management, SRM University, Kattankulathur, Chennai, Tamil Nadu, IN
Source
International Journal of Hospitality and Tourism Systems, Vol 11, No 1 (2018), Pagination: 38-46Abstract
Leadership style plays an important role in influencing the employees of any organization and this research study is focused on three star hotel employees in Tamilnadu.The study was made with conceptual model famed by Ronald clark (2009). The study has the following objectives: to analyze the impact of participative and empowering styles of leadership qualities on frontline ECSQ; to assess the relationship among employees’ attributes and to analyze the mediating role of participative and empowering leadership styles on MCSQ and the employees’ role clarity; to assess the mediating role of participative and empowering leadership styles on commitment to service quality by management and the employees’ shared customer oriented values and to access the mediating role of participative and empowering leadership styles on MCSQ and the employees’ job satisfaction.
Based on the objectives fourteen hypotheses have been framed to test the significance of the influence of the leadership styles with employees’ job satisfaction, role clarity and shared customer oriented values. Two sets of questionnaires based on standard scales were used in the study, one for managers of the hotels and other for the front line employees of the hotel. Boot strapping was performed to obtain the statistical significance of path coefficients using a t-test. The indirect and total effects were measured using Smart PLS. Sobels`s test was performed for mediation analysis.
The findings of the research are (i) participative leadership style is found to be the more suitable style of leadership for Hotel managers since it has significant influence of employees attributes of satisfaction in job, clarity in role shared values. Besides the other findings are also presented.
Keywords
Leadership Styles, Hotel Leaders, Employees Commitment, Service Quality.
References
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- Assessment of Customer Satisfaction of Domestic Tourists in Resorts
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Authors
Affiliations
1 Associate Professor, Department of Hotel Management, Koneru Lakshmaiah Education Foundation, Vaddeswaram, Andhra Pradesh, IN
2 Faculty & Research Scholar, Department of Tourism & Hospitality, Acharya Nagarjuna University, Guntur, Andhra Pradesh, IN
1 Associate Professor, Department of Hotel Management, Koneru Lakshmaiah Education Foundation, Vaddeswaram, Andhra Pradesh, IN
2 Faculty & Research Scholar, Department of Tourism & Hospitality, Acharya Nagarjuna University, Guntur, Andhra Pradesh, IN
Source
International Journal of Hospitality and Tourism Systems, Vol 13, No 1 (2020), Pagination: 52-60Abstract
The research objective is about finding the customer satisfaction of domestic tourists visiting resorts. On the tourism marketing point of view knowing the tourist expectations is important and what satisfies them and what did not satisfy the tourists should also be found out to take necessary corrective actions. Study on customer satisfaction in resorts in India is scarce and hence this study is initiated. It is a primary research done with standard questionnaires being issued to family tourists who visited resorts in Mahabalipuram and a modified Servqual model has been used in this study with five constructs namely reliability, responsiveness, assurance, empathy and tangibility, which constitute the functional aspects of a resort. Judgment sampling method was used in the study. Five hypotheses were framed and tested using SPSS and Smart PLS Softwares. Customer satisfaction with respect of the five aspects related to the service quality has been evaluated. The results show that all the five aspects did influence the customer satisfaction of the tourists. The level of customer satisfaction of tourists was found to be good. Tourists were found to give more importance for the reliability aspect in resorts.Keywords
Customer Satisfaction, Tourist Satisfaction, Service Quality, Domestic Tourism, Resort Tourism.References
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