Amalgamating Customer Loyalty and Employee Personality Traits

This book discusses the link between customer attitudinal loyalty and employee personality traits. It is a significant resource to hotels in Kenya as the sector relies a lot on employee personality traits. Managers in hotels recruit employees based on these traits. From the findings discussed in this book, managers will gain ideas about their strengths and weaknesses, and how they fair from the customer's point of view. The four factor model suggested will add value to their perspective in nurturing their employees' personality for positive results. Moreover, the book will help managers determine the training needs for individual employees. The information in this book can also be used by new or existing hotel owners and managers in matters of policy formulation geared towards customer attitudinal loyalty. Managers could also use it to plan for satisfactory service delivery and eventual loyalty especially in the seasons of high customer defection and cancellations. Ultimately, this book contributes to existing knowledge on personality traits and attitudinal loyalty in the service sector.

Autorentext

La Dra. Julie es profesora en la Universidad de Eldoret, Kenia. Tiene un doctorado en Gestión del Turismo por la Universidad de Moi. El Dr. Wambui E. K. Ng'ang'a es profesor a tiempo parcial en la Universidad de Eldoret. Julie investiga sobre las actitudes de los empleados, los rasgos de personalidad y la fidelidad de los clientes, mientras que Wambui se centra en la gestión de las relaciones con los clientes y el rendimiento de las empresas en el sector de la hostelería.