Process Visibility and Work Stress: Exposure the relationship with Service Quality to attain Customer Satisfaction in Hospitality Industry
DOI:
https://doi.org/10.54489/ijtim.v3i2.301Keywords:
Process Visibility, Work Stress, Customer Satisfaction, Service QualityAbstract
This study investigates the relationship between process visibility, work stress management practices, service quality, and their collective influence on customer satisfaction within service-oriented industries. Employing a comprehensive research framework, encompassing both qualitative and quantitative methodologies, the study examines how the level of process visibility affects employees' stress levels, and subsequently, the quality-of-service delivery. This empirical study employs a descriptive research design, employing the advanced statistical tool SmartPLS 4.0, to investigate the relationship between process visibility, work stress, and service quality in the context of the vibrant hospitality sector in Dubai, United Arab Emirates. With a robust sample size of 246 respondents drawn from top hotels and restaurants in Dubai, this research delves into the factors that shape service quality within this dynamic and competitive industry. The research's findings are intended to make a substantial impact on both academia and business. It offers useful insights for service managers and policymakers by illuminating the complex relationships between process visibility, job stress management, service quality, and customer happiness. The findings provide research-based recommendations for boosting service quality through process visibility optimisation and the application of efficient stress management techniques. In the end, our research aims to support service organisations in developing strategies that not only meet but also surpass consumer expectations, promoting long-term success and sustained customer happiness.
References
Afram, J., Manresa, A., Mas-Machuca, M., 2022. The impact of employee empowerment on organisational performance: The mediating role of employee engagement and organisational citizenship behaviour. Intang. Cap. 18, 96–119. DOI: https://doi.org/10.3926/ic.1781
Alketbi, S., Alshurideh, M., Al Kurdi, B., 2020. The influence of service quality on customers’retention and loyalty in the UAE hotel sector with respect to the impact of customer’satisfaction, trust, and commitment: A qualitative study. PalArch’s J. Archaeol. Egypt/Egyptology 17, 541–561.
Alshurideh, M., Kurdi, B., Alnaser, A., 2020. The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning. Manag. Sci. Lett. 10, 3561–3570. DOI: https://doi.org/10.5267/j.msl.2020.6.038
Berner, M., Graupner, E., Maedche, A., Mueller, B., 2012. Process visibility - Towards a conceptualization and research themes, in: International Conference on Information Systems, ICIS 2012. pp. 4351–4363.
Bhui, K., Dinos, S., Galant-Miecznikowska, M., de Jongh, B., Stansfeld, S., 2016. Perceptions of work stress causes and effective interventions in employees working in public, private and non-governmental organisations: a qualitative study. BJPsych Bull. 40, 318–325. DOI: https://doi.org/10.1192/pb.bp.115.050823
Gupta, N., Beehr, T.A., 1979. Job stress and employee behaviors. Organ. Behav. Hum. Perform. 23, 373–387. DOI: https://doi.org/10.1016/0030-5073(79)90004-7
Hammoud, J., Bizri, R.M., El Baba, I., 2018. The Impact of E- Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector. SAGE Open 8. DOI: https://doi.org/10.1177/2158244018790633
Havermans, B.M., Brouwers, E.P.M., Hoek, R.J.A., Anema, J.R., Van Der Beek, A.J., Boot, C.R.L., 2018. Work stress prevention needs of employees and supervisors. BMC Public Health 18, 642. DOI: https://doi.org/10.1186/s12889-018-5535-1
Islam, J.U., Hollebeek, L.D., Rahman, Z., Khan, I., Rasool, A., 2019. Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences. J. Retail. Consum. Serv. 50, 277–285. DOI: https://doi.org/10.1016/j.jretconser.2019.05.018
Jamal, M., 1984. Job stress and job performance controversy: An empirical assessment. Organ. Behav. Hum. Perform. 33, 1–21. DOI: https://doi.org/10.1016/0030-5073(84)90009-6
Kapoor, J., Chhabra, P., 2022. Work stress management in an Organization whit the rol of HRM. J. Posit. Sch. Psychol. 6, 233–240.
Khatoon, S., Zhengliang, X., Hussain, H., 2020. The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector. SAGE Open 10. DOI: https://doi.org/10.1177/2158244020935887
Lee, G.G., Lin, H.F., 2005. Customer perceptions of e-service quality in online shopping. Int. J. Retail Distrib. Manag. 33, 161–176. DOI: https://doi.org/10.1108/09590550510581485
Munusamy, J., Chelliah, S., Mun, H., 2010. Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. Int. J. Innov. … 1, 398–404.
Sanjuq, G., 2014. The Impact of Service Quality Delivery on Customer Satisfaction in the Banking Sector in Riyadh, Saudi Arabia. Int. J. Bus. Adm. 5. DOI: https://doi.org/10.5430/ijba.v5n4p77
Sewaka, S., Anggraini, K., Mas’adi, M., Nurhadi, A., Arianto, N., 2021. The Effect of Customer Satisfaction and Service Quality of Banking Products on Loyalty of Bank Customer in Tangerang. Int. J. Artif. Intell. Res. 6. DOI: https://doi.org/10.29099/ijair.v6i1.295
Vorobeva Victoria, 2022. Impact of Process Visibility and Work Stress To Improve Service Quality: Empirical Evidence From Dubai Retail Industry. Int. J. Technol. Innov. Manag. 2, 1. DOI: https://doi.org/10.54489/ijtim.v2i1.59
Xie, Y., Tian, J., Jiao, Y., Liu, Y., Yu, H., Shi, L., 2021. The Impact of Work Stress on Job Satisfaction and Sleep Quality for Couriers in China: The Role of Psychological Capital. Front. Psychol. 12, 1–8. DOI: https://doi.org/10.3389/fpsyg.2021.730147
Zavareh, F.B., Ariff, M.S.M., Jusoh, A., Zakuan, N., Bahari, A.Z., Ashourian, M., 2012. E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services. Procedia - Soc. Behav. Sci. 40, 441– 445. DOI: https://doi.org/10.1016/j.sbspro.2012.03.213
