Title :
Notice of Retraction
How Service Climate Impacts on Service Performance: Evidence from China Hotel Industry
Author :
Wenli Li ; Yagang Lu
Author_Institution :
Dept. of Tourism Manage., Jinan Univ., Shenzhen, China
Abstract :
Notice of Retraction
After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.
We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.
The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.
As service organizations have realized that service performance is fundamental to establish their competitive advantage, service climate has been a subject of much service research. This study aims to explore how service climate dimensions impact on service performance. The findings from a survey of 212 employees from Guanghzou hotel industry in China confirm that customer orientation and managerial practices are significant determinants of service performance. The service providers who put customers as the priority and provide sufficient support to employees for quality service may improve their service performance effectively.
Keywords :
customer services; hotel industry; China; Guanghzou hotel industry; competitive advantage; customer orientation; employees; managerial practices; quality service; service climate; service organizations; service performance; Customer satisfaction; Industries; Mathematical model; Meteorology; Organizations; Psychology; Reliability;
Conference_Titel :
Management and Service Science (MASS), 2010 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-5325-2
DOI :
10.1109/ICMSS.2010.5576630
