Title: Workplace mindfulness and customer satisfaction: an investigation in hospitality industry based on Booking.com overall ratings

Authors: Eser Erdurmazlı; Haluk Erdem; Ufuk Türen; Yunus Gökmen; Gökdeniz Kalkın

Addresses: Gendarmerie and Coast Guard Academy, Ankara 06805, Turkey ' Turkish Military Academy, National Defense University, Ankara 06650, Turkey ' Turkish Military Academy, National Defense University, Ankara 06650, Turkey ' Faculty of Communication, Baskent University, 06790, Ankara, Turkey ' Dalaman School of Civil Aviation, Muğla Sıtkı Koçman University, Muğla 48680, Turkey

Abstract: Despite the growing number of studies demonstrating its substantial potential in workplace settings, empirical studies on effects of workplace mindfulness on individual and organisational outcomes are still at a very early stage. Furthermore, the number of studies on how to improve attitudes and behaviours of hotel employees to a much higher level is insufficient. In this regard, based on self-regulation theory, this study examined the relationship between hotel employees' mindful behaviours and guest satisfaction in the form of Booking.com overall ratings. To that end, 286 employees from 20 hotels in Mula province of Turkey constituted the study's sample. The results of the analyses revealed a significant relationship between workplace mindfulness and customer (guest) satisfaction. We expect that this study can make a significant contribution to filling the current theoretical gap in relevant literatures. We suggest that it may be very beneficial for hotel operators to invest in training and supporting of their employees to improve their mindful job attitudes and behaviours if they want to increase guest satisfaction so that they can become and remain competitive in the sector.

Keywords: workplace mindfulness; customer/guest satisfaction; hotels; hospitality industry; Booking.com; self-regulation theory.

DOI: 10.1504/IJEMR.2022.123946

International Journal of Electronic Marketing and Retailing, 2022 Vol.13 No.3, pp.300 - 318

Received: 15 Dec 2020
Accepted: 10 Feb 2021
Published online: 05 Jul 2022 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article