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

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Title Organizational Climate of Food and Beverage Employees: Its Impact Upon Customer Satisfaction in Hotels
Author Davidson, Michael C. G.; Manning, Mark L.
Journal Name International Journal of Hospitality and Tourism Administration
Year Published 2003
Place of publication United States
Publisher Routledge
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.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1300/J149v04n04_05
Volume 4
Issue Number 4
Page from 85
Page to 100
ISSN 1525-6480
Date Accessioned 2006-07-24
Date Available 2009-11-11T05:25:19Z
Language en_AU
Faculty Griffith Business School
Subject PRE2009-Tourism
URI http://hdl.handle.net/10072/26600
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1x

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