Proceedings of the 7th International Conference on Accounting, Management and Economics (ICAME-7 2022)

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Employee Satisfaction: Service Profit Chain Approach in Tourism Destination

Authors
Aisyah Tri Astari1, *, Gagaring Pagalung2
1Graduate School of Economics, Kyoto University, Kyoto, Japan
2Faculty of Economics and Business, Hasanuddin University, Makassar, Indonesia
*Corresponding author. Email: aisyah.astari.42s@st.kyoto-u.ac.jp
Corresponding Author
Aisyah Tri Astari
Available Online 29 May 2023.
DOI
10.2991/978-94-6463-146-3_56How to use a DOI?
Keywords
Service Profit Chain; Service Quality; Employee Satisfaction; Employee working duration; Tourism Destination
Abstract

Human services are considered an essential factor in bringing profit to a tourism destination. A famous framework called Service Profit Chain stated that customer satisfaction is influenced by the value of the service created by satisfied, loyal, and productive employees. Mainly, employee satisfaction brings high-quality service that creates delighted customers and brings profit to the service. This study aims to understand how the internal service quality strategy affects the service quality delivery according to the employee working duration experience in a tourism destination. An online survey of 100 questions under ten measurements of service profit chain and SERVQUAL has been shared with 27 employees who work onsite and offsite tourism destinations in Takabonerate National Park, Indonesia. The research results reveal the gap between the employees who worked less than one year and the workers with an experience of more than ten years working in the tourism destination. Implications for the destination managers, limitations, and further research possibilities are also furtherly discussed in this paper.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 7th International Conference on Accounting, Management and Economics (ICAME-7 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
29 May 2023
ISBN
10.2991/978-94-6463-146-3_56
ISSN
2352-5428
DOI
10.2991/978-94-6463-146-3_56How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Aisyah Tri Astari
AU  - Gagaring Pagalung
PY  - 2023
DA  - 2023/05/29
TI  - Employee Satisfaction: Service Profit Chain Approach in Tourism Destination
BT  - Proceedings of the 7th International Conference on Accounting, Management and Economics (ICAME-7 2022)
PB  - Atlantis Press
SP  - 594
EP  - 602
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-146-3_56
DO  - 10.2991/978-94-6463-146-3_56
ID  - Astari2023
ER  -