Factors that influence frontline employee behavior towards guest satisfaction in hotel / Aida Khalida Mohamed Idris... [et al.]

• Main Authors: Mohamed Idris, Aida Khalida (Author), Mohd Noor, Noorfarhana (Author), Tarmazi, Siti Anis Adilah (Author), Hashim, Norliana (Author), Ghazali, Norfadzliana (Author)
• Format: Book
• Published: Universiti Teknologi MARA, Negeri Sembilan, 2017.
• Subjects: Article; PeerReviewed
• Online Access: Link Metadata

This study seeks to analyse the factors that influence frontline employee behaviour towards guest satisfaction as frontline employee is the first person that any hotel guest would refer to should there be any queries. Thus, being a frontline employee will have an impact on guest approach and overall...