Toward business improvement through employee-customer engagement in the hotel industry : human-sigma approach
Other Title(s)
نحو تحسين العمل من خلال ارتباط العملاء و الموظفين في صناعة الفنادق : منظور السيجما البشرية
Joint Authors
Abd al-Al, Imad Muhammad
Khayri, Hazim Ahmad
Source
Journal of Association of Arab Universities for Tourism and Hospitality
Issue
Vol. 14, Issue 1 (30 Jun. 2017), pp.173-183, 11 p.
Publisher
Suez Canal University Faculty of Tourism and Hotels
Publication Date
2017-06-30
Country of Publication
Egypt
No. of Pages
11
Main Subjects
Abstract EN
This study aims to measure the employee and the customer engagement using the Human Sigma approach as an attempt toward hotel business performance improvement.
This is a comparative study conducted between two hotel settings, namely chain hotels and independent hotels in Egypt.
Two different structured surveys were used to collect data.
A random sample of 272 employees and 177 customers was chosen for investigation from 17 hotels (six independent hotels and eleven chain hotels).
The findings revealed that the independent hotels reported low levels of both employee engagement and customer engagement than those of the chain hotels.
Moreover, all of the chain hotels fall in a relatively high human sigma band (HS3) than those of independent hotels (HS2).
These results provide hotel business an opportunity to work toward increasing engagement levels of both employees and customers.
It also presents empirical evidence on applying the human sigma approach in the hotel industry.
American Psychological Association (APA)
Abd al-Al, Imad Muhammad& Khayri, Hazim Ahmad. 2017. Toward business improvement through employee-customer engagement in the hotel industry : human-sigma approach. Journal of Association of Arab Universities for Tourism and Hospitality،Vol. 14, no. 1, pp.173-183.
https://search.emarefa.net/detail/BIM-872512
Modern Language Association (MLA)
Abd al-Al, Imad Muhammad& Khayri, Hazim Ahmad. Toward business improvement through employee-customer engagement in the hotel industry : human-sigma approach. Journal of Association of Arab Universities for Tourism and Hospitality Vol. 14, no. 1 (Jun. 2017), pp.173-183.
https://search.emarefa.net/detail/BIM-872512
American Medical Association (AMA)
Abd al-Al, Imad Muhammad& Khayri, Hazim Ahmad. Toward business improvement through employee-customer engagement in the hotel industry : human-sigma approach. Journal of Association of Arab Universities for Tourism and Hospitality. 2017. Vol. 14, no. 1, pp.173-183.
https://search.emarefa.net/detail/BIM-872512
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 181-182
Record ID
BIM-872512