The factors influencing employee loyalty : a study of hotels in Hefei, China

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The factors influencing employee loyalty : a study of hotels in Hefei, China

 

Author: Wang, Qian Johnson
Title: The factors influencing employee loyalty : a study of hotels in Hefei, China
Degree: M.Sc.
Year: 2006
Subject: Hong Kong Polytechnic University -- Dissertations.
Employee loyalty -- China -- Hefei -- Case studies.
Hotels -- China -- Hefei -- Employees.
Hospitality industry -- China -- Hefei -- Employees.
Department: School of Hotel and Tourism Management
Pages: ix, 100 leaves : ill. ; 30 cm.
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1986316
URI: http://theses.lib.polyu.edu.hk/handle/200/2703
Abstract: With the advent of economic globalization and the information era, hospitality industry in China is now facing the ever-growing pressure from both local and overseas competitors. More and more employers begin to realize that customer loyalty depends on employee loyalty. They really understand "happy loyal committed employees make for happy loyal committed customers who continue to buy your products and services" (Drizin, 2000). The purpose of this study was to explore the factors affecting the employee loyalty in hotels, using a case study of Hefei four- and five-star hotel employees. Research had been undertaken to examine what were the most important factors influencing hotel employees' loyalty among pay and benefits, work environment, organization culture and value, leadership style, and training and career development opportunities. This research also assessed the significant correlation between employee loyalty and different affecting factors. The findings of this survey suggested that hotel management should pay more attention to improve four factors including pay and benefits, work environment, leadership style, and training and career development opportunities in building employee loyalty.

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