Word of Mouth - an Eminent Tool for Quality Service Delivery. Service Quality, Customer Satisfaction, Characteristics of Service, Emotional Intelligence

      Аннотация: A detailed and carefully written book on word of mouth: A preeminent tool for quality service delivery in hospitality industry, especially hotels. The book touches subjects as: word of mouth communication, service quality/quality assurance, customer satisfaction, checklist for welcoming guest, and emotional intelligence. The specific objectives of this book are: to identify an official way of communication between people regarding a product or a service; to determine the effect of word of mouth on quality service delivery; to determine the effect of word of mouth on customers experience and repeat patronage; to examine the negative consequences of word of mouth on hotel image; and to proffer solution on effective use of word of mouth for customer satisfaction. To achieve these objectives, a survey research design was adopted. The study also adopted primary data through the use of a structured questionnaire. To test the hypotheses and analyse the data, simple regression analysis was used. The findings revealed that word of mouth has no significant effect on quality service delivery. Therefore, the hospitality industry should always train employees on quality service delivery.

Ключевые слова: word-of-mouth, service quality, Customer satisfaction, emotional intelligent and customer repeat patronage