Sự khiếm nhã của khách hàng trong lĩnh vực nhà hàng - khách sạn tại TP. Hồ Chí Minh: Phân tích các tiền tố và kết quả
DOI:
https://doi.org/10.24311/jabes/2021.32.9.4Từ khóa:
Sự khiếm nhã của khách hàng, Sự kiệt quệ về mặt cảm xúc, Năng lực thỏa mãn khách hàng, Hiệu suất dịch vụ, Định hướng dịch vụ, Đào tạo/ kiến thứcTóm tắt
Cùng với sự phát triển ngày một lớn mạnh của thị trường nhà hàng, khách sạn tại Việt Nam nói chung và TP. Hồ Chí Minh nói riêng, các nhân viên tuyến đầu không những phải nỗ lực trong việc làm hài lòng khách hàng mà còn phải thường xuyên cố gắng kìm chế cảm xúc khi đối diện với các khách hàng thô lỗ, thiếu lịch sự. Dựa trên cơ sở tổng quan các nghiên cứu trước đây trên thế giới về sự khiếm nhã của khách hàng, nhóm tác giả đã xây dựng mô hình các tiến tố và kết quả của hiện tượng này trong một nền kinh tế đang phát triển như Việt Nam. Bài viết sử dụng phương pháp nghiên cứu định lượng với dữ liệu được thu thập thông qua khảo sát 477 nhân viên tiếp xúc trực tiếp với khách hàng cũng như đang làm việc trong các nhà hàng và khách sạn tại TP. Hồ Chí Minh. Kết quả nghiên cứu cho thấy: (1) Hành vi khiếm nhã của khách hàng chịu tác động bởi: Định hướng dịch vụ, đào tạo/ kiến thức, và sự khiếm nhã của nhân viên; (2) hành vi khiếm nhã của khách hàng tác động đến sự kiệt quệ về mặt cảm xúc và năng lực thỏa mãn khách hàng; (3) sự kiệt quệ về mặt cảm xúc có tác động ngược chiều đến hiệu suất dịch vụ và năng lực thoả mãn khách hàng.
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