Negative behaviours of employees and customers in tourism service delivery - the case of the catering industry

Authors

  • Marlena Bednarska Uniwersytet Ekonomiczny w Poznaniu, Instytut Gospodarki Międzynarodowej
  • Paweł Łuka Uniwersytet Rzeszowski, Instytut Nauk o Kulturze Fizycznej

DOI:

https://doi.org/10.24917/20801653.353.19

Keywords:

catering industry, customers, employees, negative behaviours, tourism services

Abstract

There are numerous and intense interactions between employees and customers in tourism service delivery. The quality of these interactions is of vital importance for service providers to create service experience and to achieve competitive advantage on the market. The purpose of the paper is to examine the intensity of the negative behaviours of employees and customers in tourism enterprises, as well as the nature and strength of the relationship between these behaviours. To achieve the goal, a survey was conducted among 108 people with professional experience in one of tourism industries – the catering industry. Research has shown that there is a positive moderate correlation between employee and customer antisocial behaviours directed at service interaction partners. The identified relationships emphasise the importance of actions to be taken by tourism entrepreneurs to neutralise the negative effects of undesirable customer behaviours on employee behaviours and job performance.

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Author Biographies

Marlena Bednarska, Uniwersytet Ekonomiczny w Poznaniu, Instytut Gospodarki Międzynarodowej

Marlena Bednarska, PhD, assistant professor, Poznań University of Economics and Business, Institute of International Business and Economics, Department of International Economics. Her research areas include economics of tourism, tourism industry competitiveness, tourism labour market, and management in tourism. She has participated in numerous national and international research projects on tourism industry. She is an author (or co-author) of 5 books and over 70 papers on tourism enterprise management, quality of work life in tourism, competitiveness of tourism organisations, and regional aspects of tourism development.

Paweł Łuka, Uniwersytet Rzeszowski, Instytut Nauk o Kulturze Fizycznej


Paweł Łuka, PhD, assistant professor, University of Rzeszów, Institute of Physical Culture Sciences, associated with Tourism and Recreation course. His academic and research interests and the subject of publications focus on problems related to: tourism economics, tourism management, and dynamics of changes in tourism economic processes. He is an author and co-author of a few dozen publications on this subject. He has actively participated in many national and international conferences.

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Published

2021-09-30

How to Cite

Bednarska, M. ., & Łuka, P. . (2021). Negative behaviours of employees and customers in tourism service delivery - the case of the catering industry. Studies of the Industrial Geography Commission of the Polish Geographical Society, 35(3), 307–319. https://doi.org/10.24917/20801653.353.19