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

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C.G. Davidson, Michael
L. Manning, Mark
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2003
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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 which dimensions of organizational climate should be targeted for intervention programs attempting to increase hotel financial performance.

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International Journal of Hospitality and Tourism Administration

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4

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4

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Commercial Services

Tourism

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