Portal de Periódicos da CAPES

Promoting service excellence for tourist destinations

2016; Emerald Publishing Limited; Volume: 10; Issue: 4 Linguagem: Inglês

10.1108/ijcthr-08-2015-0097

1750-6190

Marit Gundersen Engeset, John S. Hull, Jan Velvin,

Sport and Mega-Event Impacts

Purpose This paper aims to understand the relationship between employee satisfaction and customer satisfaction and its impacts on the long-term sustainability of Hemsedal Ski Resort, Norway. Design/methodology/approach This study uses a mixed method approach. Focusing on the case of Hemsedal, Norway, the authors employ survey design to measure employee service attitudes as well as guest satisfaction and loyalty. Correlation analysis and structural equation modeling (SEM) analysis is used to investigate the relationships between the constructs. Findings Results from the four-year programme reveal that the correlation between employee service attitude and customer experience is strongest for behavioural loyalty which was found to have a direct and observable effect for the customer and that working to teach and train employees is important. Further, results showed that guest satisfaction with service not only influenced loyalty to the company that provided the service, but also loyalty to the destination where the company was situated. In explaining the relationships between levels of employee service attitude, customer satisfaction and community sustainability at Hemsedal ski resort, results showed that through partnership and cooperation, training and development have benefitted the individual companies, the destination and local community at large. Practical implications Results suggest that managers of tourism destinations should focus on employee motivation and training to improve their guests’ satisfaction and loyalty, their competitiveness and sustainability for the future. Originality/value The Service Excellence Project at Hemsedal, Norway demonstrates that mountain destinations can have a positive influence on their competitiveness and their sustainability by instituting a programme that works with employees, customers and businesses to promote a climate of service excellence.