An evaluation of hotel service by employees and guests and its internal marketing implications

The purpose of this study was to test the consistency of internal and external marketing messages. This concept is based on the idea that successful companies have customers and employees who agree on what is expected to occur in the service encounter; Importance-Performance Analysis was the tool utilized to analyze data collected through a survey of employees and guests on certain services at the hotel. Once these attributes were rated, the guest and employee responses were compared to determine if there were significant differences in the responses; The results disclosed that there were significant differences in the ratings of many of the importance items, but not many of the performance items. This indicates to management that there are gaps between employee and guest expectations. The implications for the internal marketing program are discussed, along with additional suggestions for future research.

Name thesis:degree_name

Master of Science (MS)

Level thesis:degree_level

Thesis

Discipline thesis:degree_discipline

Hotel Administration

Grantor dc:publisher

University of Nevada, Las Vegas

Year

1992

Author dc:creator

• Rihn, Beverly Lorraine

Contributors dc:contributor

• Kye-Sung Chun

Statement dc:rights

• IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

Language dc:language

English

Identifier

https://oasis.library.unlv.edu/rtds/266

OAI identifier oai:identifier

oai:oasis.library.unlv.edu:rtds-1265