Research On The Mechanism Of Customer-Employee Interaction On Hotel Growth Performance

With the improvement of social and economic life,people's demand for good quality of life is also growing.So the service industry has entered a period of rapid development.As an important part of the service industry,the hotel plays an important role in promoting the development of the service industry.However,the quantity of the current hotel,customer demand diversification,hierarchical and personalized characteristic,make the hotel facing the external competition.How to promote the growth performance of the hotel and obtain the sustainable development of the hotel has become an important issue that the hotel managers are concerned about.According to the theory of value co-creation,hotels must integrate internal and external resources to achieve rapid development,while customer factors are more important factors for hotels.Employees as an important resource for the hotel,is a bridge linking customers and hotels.Through interaction between customers and employees,hotels can further understand customer needs and promote hotel growth performance.In the past,scholars studied more about the growth of enterprises,but most of them were based on manufacturing or new ventures.However,most of them did little to the service industry,especially the hotel industry.This study studied the hotel's growth performance with the hotel industry as the research background.Secondly,most of the previous researches focused on the customers as the research object.This paper takes the hotel employee as the research object to study how the customer-employee influences the hotel growth performance through the employees.Again,although the previous research literature of customer participation,customer involvement for hotel development,but most of them use financial indicators or market indicators to measure hotel growth performance.Based on the Balanced Scorecard theory,considering the hotel service innovation ability,financial indicators,market indicators,this paper overcomes the shortcomings of using a single indicator in the past and builds the research model between customer-employee interaction,creative self-efficacy,employee engagement and the growth performance of the hotel.This paper mainly uses the electronic questionnaire survey to obtain data,using SPSS analysis to carry out descriptive statistical analysis and reliability and validity test,and then use the AMOS to verify the adaptability of the model.Through the modification and adjustment of the original model,it provides the foundation for the next analysis.Next,we use SPSS to analyze the main effect of the model.The results show that customer-employee interaction can have a positive impact on the three dimensions of the hotel growth performance,thus affecting the growth performance of the hotel.The direct effect of this model is analyzed by AMOS.The results show that creativity self-efficacy and employee engagement fully mediate the role of customer-employee interaction in hotel service innovation capability,financial indicators and market indicators.Therefore,for hotels,while encouraging employees to actively interact with customers,they should also focus on creating environment to enhance employees' creativity,self-efficacy and engagement,in order to enhance their competitive advantages and promote the sustainable development of hotels.The research results of this paper further enrich the research contents in the field of value co-creation.Although there are some limitations,it still provides some suggestions for hotel's practice.