Amalgamating Customer Loyalty and Employee Personality Traits. Experience from selected Star-Rated Hotels in an Emerging Market

      Аннотация: 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.

Ключевые слова: Big Five, customer loyalty, employee attitudes, Management, marketing, personality traits, Hotel and Hospitality