Customers’ Perceptions of Employee Engagement: Fortifying the Service–Profit Chain

Document Type

Article

Publication Date

4-26-2017

Publication Title

International Journal of Hospitality and Tourism Administration

Volume

19

Issue

1

First page number:

52

Last page number:

77

Abstract

This study investigated the three dimensions of employee engagement: dedication, energy, and absorption from the customer’s perspective. The service–profit chain (SPC) and employee behavior that promotes customer satisfaction and loyalty were examined. The results revealed that certain aspects of employee engagement are more readily perceived by consumers and more likely to promote customer satisfaction and loyalty. Findings showed that energy and dedication combined were most likely to foster feelings of satisfaction and loyalty among hospitality patrons. From a theoretical perspective, the study contributes to the literature by enhancing the SPC, revealing new insight into employee engagement, and linking employee engagement to positive consumer outcomes. Hospitality industry professionals may find that employee engagement benefits the customers’ perceptions of the establishment, ultimately increasing profitability. This study utilizes the SPC in the hospitality context and proposes a new link in the chain: employee engagement.

Keywords

Customer loyalty; Customer satisfaction; Employee engagement; Service-profit chain

Disciplines

Hospitality Administration and Management

Language

English

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