COVID-19 and employee-customer relationship: hotel frontline employee perceptions
The COVID-19 (coronavirus) induced fear has gripped both tourism service providers and tourists. This study seeks to explore hotel frontline perception of the impact of COVID-19 on customer relationship. Heider’s balance theory was used to explore the relationship between the hotel frontline employe...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Routledge
2022
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| Subjects: | |
| Online Access: | https://doi.org/10.1080/15332845.2022.2015231 http://hdl.handle.net/11408/4660 |
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| Summary: | The COVID-19 (coronavirus) induced fear has gripped both tourism service providers and tourists. This study seeks to explore hotel frontline perception of the impact of COVID-19 on customer relationship. Heider’s balance theory was used to explore the relationship between the hotel frontline employees and the customers during the COVID-19 pandemic. It further determines the level of social trust in the theater of service provision. Using Zimbabwe 3–5 star rated hotels frontline employees as a case study, the study reveals the imbalanced relations between the hotel frontline staff and the customers due to COVID-19 Pandemic. Fear appears to be the greatest factor affecting the relationship between hotel employees and customers. Mistrust between the host and guest affects the relationship between the employee and customer. |
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