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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| Format: | Article |
| Language: | English |
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Routledge
2022
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| Online Access: | https://doi.org/10.1080/15332845.2022.2015231 http://hdl.handle.net/11408/4660 |
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| author | Musawenkosi, Mildred Tapfuma Musavengane, Regis |
| author_facet | Musawenkosi, Mildred Tapfuma Musavengane, Regis |
| author_sort | Musawenkosi, Mildred Tapfuma |
| collection | DSpace |
| description | 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. |
| format | Article |
| id | ir-11408-4660 |
| institution | My University |
| language | English |
| publishDate | 2022 |
| publisher | Routledge |
| record_format | dspace |
| spelling | ir-11408-46602022-06-27T13:49:06Z COVID-19 and employee-customer relationship: hotel frontline employee perceptions Musawenkosi, Mildred Tapfuma Musavengane, Regis COVID-19 Coronavirus Hotel frontline employees Zimbabwe 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. 2022-01-14T09:56:11Z 2022-01-14T09:56:11Z 2021 Article 1533-2845 https://doi.org/10.1080/15332845.2022.2015231 1533-2853 http://hdl.handle.net/11408/4660 en Journal of Human Resources in Hospitality and Tourism; open Routledge |
| spellingShingle | COVID-19 Coronavirus Hotel frontline employees Zimbabwe Musawenkosi, Mildred Tapfuma Musavengane, Regis COVID-19 and employee-customer relationship: hotel frontline employee perceptions |
| title | COVID-19 and employee-customer relationship: hotel frontline employee perceptions |
| title_full | COVID-19 and employee-customer relationship: hotel frontline employee perceptions |
| title_fullStr | COVID-19 and employee-customer relationship: hotel frontline employee perceptions |
| title_full_unstemmed | COVID-19 and employee-customer relationship: hotel frontline employee perceptions |
| title_short | COVID-19 and employee-customer relationship: hotel frontline employee perceptions |
| title_sort | covid-19 and employee-customer relationship: hotel frontline employee perceptions |
| topic | COVID-19 Coronavirus Hotel frontline employees Zimbabwe |
| url | https://doi.org/10.1080/15332845.2022.2015231 http://hdl.handle.net/11408/4660 |
| work_keys_str_mv | AT musawenkosimildredtapfuma covid19andemployeecustomerrelationshiphotelfrontlineemployeeperceptions AT musavenganeregis covid19andemployeecustomerrelationshiphotelfrontlineemployeeperceptions |