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

History and Geography

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