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  • Organizational Climate of Food and Beverage Employees: Its Impact Upon Customer Satisfaction in Hotels

    Author(s)
    C.G. Davidson, Michael
    L. Manning, Mark
    Griffith University Author(s)
    Davidson, Michael C.
    Year published
    2003
    Metadata
    Show full item record
    Abstract
    Seven dimensions of organizational climate and measures of perceived customer satisfaction were gathered from food and beverage employees of 14 hotels. Regression analysis revealed organizational climate to explain 26.9% of the variance in customer satisfaction with food and beverage and only two organizational climate dimensions, professional and organizational esprit, and conflict and ambiguity, displaying a unique relationship to customer satisfaction with food and beverage. Customer satisfaction with food and beverage was found to explain 18.45% of the variation in RevPAR among the hotels. Recommendations are made as to ...
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    Seven dimensions of organizational climate and measures of perceived customer satisfaction were gathered from food and beverage employees of 14 hotels. Regression analysis revealed organizational climate to explain 26.9% of the variance in customer satisfaction with food and beverage and only two organizational climate dimensions, professional and organizational esprit, and conflict and ambiguity, displaying a unique relationship to customer satisfaction with food and beverage. Customer satisfaction with food and beverage was found to explain 18.45% of the variation in RevPAR among the hotels. Recommendations are made as to which dimensions of organizational climate should be targeted for intervention programs attempting to increase hotel financial performance.
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    Journal Title
    International Journal of Hospitality and Tourism Administration
    Volume
    4
    Issue
    4
    DOI
    https://doi.org/10.1300/J149v04n04_05
    Subject
    Commercial Services
    Tourism
    Publication URI
    http://hdl.handle.net/10072/26600
    Collection
    • Journal articles

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