The service Encounter (Human resources management) Essay

The service Encounter (Human resources management) - Essay Example For that the human resource department can use various people management tools. The following reports gives an insight into factors which determine customer and employee satisfaction. These factors are justified on both empirical and theoretical grounds. This is followed by suggestions and recommendations of the best practices of the hospitality industry which are commonly practiced to increase customer satisfaction. ... The economy of advanced countries is dominated by services which contribute to up to 70% of their economy. (Ostrom, 2010).It is unanimously agreed that all industries are customer driven but it is these selection of services about which customers are the most particular and drivers of optimum service and customer satisfaction lead to the most growth and success. Thus service organizations worldwide are shifting their focus to service quality as a priority to carve a niche in the current competitive environment. This allows for differentiation and sustainable global advantage in the market place. (Gounaris,2003) The hotel industry is no different and the customers judge the service according to perceived service quality. This perceived service quality is in turn determined by many indicators which include assurance, empathy, reliability, responsiveness and other tangibles. These are the five service quality dimensions which are based upon the Golden rule. (Jac Fitz-enz)Other factors w hich determine perceived service quality are communications, human resource and employee management standards and employee attitudes.(Snipes,2005). Thus all employee improvement tools that lead to employee satisfaction and affective commitment can mediate the relationship between service culture and customer perceived service quality. (Hung Trong Hoang, 2010). These employee tools have to affect the five service quality dimensions either directly or indirectly to have a positive effect on the hotel. It should also be noted that different subsets of customers have different notions about service quality and thus a variety of service standards must be met for customer satisfaction. (Shannon Anderson,2008).