| Titre : | Do stress and its impacts influence employees’ satisfaction and service quality in the hotels industry? |
| Auteurs : | Nathalie Le Huec, Auteur |
| Type de document : | mémoire |
| Editeur : | La Rochelle : Groupe Sup de Co, 2012 |
| Format : | 75 p. |
| Note générale : |
Mémoire MBA Tourisme 2012
note : 19/20 |
| Langues: | Anglais |
| Sujets : |
[Management] GESTION DES RESSOURCES HUMAINES > GESTION DES RESSOURCES HUMAINES [Management] MANAGEMENT > MANAGEMENT > COMPETITIVITE > GESTION DE LA QUALITE [Management] SCIENCE DU COMPORTEMENT > SCIENCE DU COMPORTEMENT > PSYCHOLOGIE > EMOTION > STRESS [Management] SERVICE SECTEUR > SERVICE SECTEUR > HOTELLERIE SECTEUR |
| Résumé : |
In the hospitality industry (which includes hotel or lodging industry), the key word is: Service.
The aim of this industry is to provide guests with the best service possible. Nowadays, people do not always go to hotels to just sleep; they expect more than that and they are becoming harder and harder to please. Guests expect to live a memorable experience when they stay at a hotel. Managers and thus, employees, are required to work long hours and most of the time in a stressful environment to satisfy guests’ expectations, but what about employees’satisfaction? Besides, employees, especially those who work in front office departments are more in contact with guests than any other employees. This means, on the one hand, that they will be mainly responsible for guests to spend a memorable stay, but on the other hand, they also have to bear guests’ complains and try to find out solutions to best satisfy them. Consequently, what will be the impact of stress on the quality of service? The purpose of this study is to have a general overview of lodging industry all around the world from front office employees’ standpoint. As the industry continues to globalize, the word stress itself is known and understood in countries around the world asking people from every region in the world about their feelings concerning stress at work seemed not only multi-culturally interesting but also quite relevant. First, this study will explore what many authors think about these three topics: Stress and its impacts, employees’ satisfaction and service quality. After going through this qualitative research, and to get a better understanding about the present feelings of front office employees, an online survey was conducted in order to get more details about the subject. Out of the seventy-seven results gathered, fifty-six were useable and we found some interesting links between the three subjects of the main question: Do stress and its impacts influence employees’ satisfaction and service quality in the hotels industry? |
| En ligne : | https://myintranet.excelia-group.com/fr-fr/mediatheque/Memoires/Le-Huec-Nathalie.pdf |
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