EMPLOYEE BEHAVIORS CREATING CUSTOMER SATISFACTION:

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EMPLOYEE BEHAVIORS CREATING CUSTOMER SATISFACTION: A COMPARATIVE CASE STUDY ON SERVICE ENCOUNTERS AT A HOTEL Oguz Turkay Sakarya University, Turkey Serkan Sengul Abant Izzet Baysal University, Turkey ABSTRACT: %HFDXVHFUHDWLQJDVXFFHVVIXOFXVWRPHU²HPSOR\HHHQFRXQWHULVVLJQLÀFDQWIRU WKHHQKDQFHPHQWRI FXVWRPHUVDWLVIDFWLRQLWLVFULWLFDOWRGHWHUPLQHZKLFKHPSOR\HHEHKDYLRUVSULPDULO\LQÁXHQFHFXVWRPHUV·SHUFHSWLRQV,QWKLVVWXG\VHPL²VWUXFWXUHGLQWHUYLHZVDQG IRFXVJURXSLQWHUYLHZVZHUHFRQGXFWHGZLWKHPSOR\HHVDWDÀYH²VWDUKRWHOHVWDEOLVKPHQWZKR ZHUHFRQWLQXRXVO\LQFRQWDFWZLWKFXVWRPHUVDQGWKHÀQGLQJVZHUHFRPSDUHGZLWKWKHUHVXOWV RI TXHVWLRQQDLUHVFRPSOHWHGE\HPSOR\HHVDQGFXVWRPHUV7KHWKUHHPRVWVLJQLÀFDQWSRVLWLYH HPSOR\HHEHKDYLRUVZHUHEHLQJSROLWHDQGFKHHUIXOPDNLQJWKHFXVWRPHUIHHOVSHFLDODQG EHLQJNQRZOHGJHDEOHHQRXJKWRUHVSRQGWRTXHVWLRQVZKHUHDVWKHWZRPRVWVLJQLÀFDQWQHJDWLYHHPSOR\HHEHKDYLRUVZHUHJLYLQJQHJDWLYHDQVZHUVDQGVWURQJUHDFWLRQVWRTXHVWLRQVDQG EHLQJVXON\,WZDVREVHUYHGWKDWFXVWRPHUVDQGHPSOR\HHVVKDUHGVLPLODURSLQLRQVRQWKH SRVLWLYHDQGQHJDWLYHLPSDFWVRI WKHVHEHKDYLRUVKeywords:&XVWRPHU²HPSOR\HHHQFRXQWHU EHKDYLRUVDWWLWXGHVUHDVRQVFXVWRPHUVDWLVIDFWLRQFDVHVWXG\6DNDU\D7XUNH\ RESUMEN:&UHDUXQHQFXHQWURH[LWRVRHQWUHFOLHQWH\IXQFLRQDULRHVLPSRUWDQWHSDUDPHMRUDUODVDWLVIDFFLyQGHOFOLHQWHSRUORTXHHVFUtWLFRGHWHUPLQDUFXiOHVODVFRQGXFWDVGHORV IXQFLRQDULRVTXHPiVLQÁX\HQODVSHUFHSFLRQHVGHORVFOLHQWHV(QHVWHHVWXGLRIXHURQUHalizadas entrevistas semiestructuradas y grupos especializados con funcionarios de una uniGDGKRVWHOHUDGHHVWUHOODVHQTXHRVIXQFLRQDULRVHVWDEDQHQFRQVWDQWHFRQWDFWRFRQORV clientes. Los resultados fueron comparados con los resultados de los cuestionarios aplicados DORVIXQFLRQDULRV\DORVFOLHQWHV/RVWUHVPiVVLJQLÀFDWLYRVFRPSRUWDPLHQWRVSRVLWLYRVGH ORVFOLHQWHVIXHURQVHUELHQHGXFDGRV\DOHJUHVKDFHUFRQTXHHOFOLHQWHVHVLHQWDHVSHFLDO \WHQHUFRQRFLPLHQWRVXÀFLHQWHSDUDUHVSRQGHUDSUHJXQWDVPLHQWUDVTXHORVGRVPiVVLJQLÀFDWLYRVFRPSRUWDPLHQWRVQHJDWLYRVGHORVIXQFLRQDULRVIXHURQGDUUHVSXHVWDVQHJDWLYDV\ IXHUWHVUHDFFLRQHVDODVSUHJXQWDV\TXHVHDQPDOKXPRUDGRV6HREVHUYyTXHORVFOLHQWHV\ ORVIXQFLRQDULRVWHQtDQRSLQLRQHVLJXDOHVHQORTXHUHVSHFWDDORVLPSDFWRVSRVLWLYRV\QHJDWLYRV GHHVRVFRPSRUWDPLHQWRV3DODEUDVFODYH(QFXHQWURFOLHQWHIXQFLRQDULRFRPSRUWDPLHQWRV DFWLWXGHVUD]RQHVVDWLVIDFFLyQGHOFOLHQWHHVWXGLRGHFDVR6DNDU\D7XUTXtD RESUMO:&ULDUXPHQFRQWUREHPVXFHGLGRHQWUHFOLHQWHHIXQFLRQiULRpLPSRUWDQWHSDUD PHOKRUDUDVDWLVIDomRGRFOLHQWHSHORTXHpFUtWLFRGHWHUPLQDUTXDLVRVFRPSRUWDPHQWRVGRV IXQFLRQiULRVTXHPDLVLQÁXHQFLDPDVSHUFHo}HVGRVFOLHQWHV1HVWHHVWXGRIRUDPHIHWXDGDV entrevistas semi-estruturadas e focus groups com funcionários de uma unidade hoteleira de Oguz TurkayLV$VVRFLDWH3URIHVVRUDW6DNDU\D8QLYHUVLW\7XUNH\+HHDUQHGKLV3K' GHJUHHLQWRXULVPPDQDJHPHQWLQ+HKDVRYHU\HDUVZRUNH[SHULHQFHLQWKHWRXULVP LQGXVWU\$XWKRU·VHPDLOWXUND\#VDNDU\DHGXWU6HUNDQ6HQJXOLVOHFWXUHUDWWKH$EDQW,]]HW %D\VDO8QLYHUVLW\7XUNH\$XWKRU·VHPDLOVHUNDQBVHQJXO#KRWPDLOFRP

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