The Role of Service Employees in Customer Satisfaction during COVID-19: Conditions, Problems and Prospects

Varvara Stradina

Bachelor's thesis

Abstract:

Companies use marketing in order to promote products and services. The main goal of marketing is to create and provide services that satisfy consumer needs and their expectations. The role of the employees is very important in the providing good quality services. However, many external factors affect employees’ performance and quality of the service as well. The employees of the company of Swiss Hotel Apartments - “247 concierge” completed questionnaire and 2 focused group interviews. The results of the study helped to identify current working conditions and possibilities for the development of the company, by emphasizing some issues caused by ongoing changes in hospitality. Based on the survey results, findings and gained knowledge, recommendations of improvements and limitations in marketing programs of the given company was applied both in internal and interactive marketing to achieve higher consumer satisfaction. The analysis of the company "247Concierge" from the point of the employees’ views conclude that internal customers play the crucial role within the company, their satisfaction directly affect a particular business' level of success in hospitality industry and customer satisfaction.

Keywords

performance of employees, service marketing, consumer behaviour, internal marketing, interactive marketing, working conditions

Language used: English

Date on which the thesis was submitted / produced: 14. 3. 2022

Thesis defence

• Supervisor: Ing. Lenka Platilová Vorlíčková

Czech University of Life Sciences Prague

Faculty of Economics and Management

Bachelor programme / field:
Economics Policy and Administration / Business Administration