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Abstract


THE EFFECT OF PERFORMANCE MANAGEMENT IN HOTEL BUSİNESSES ON EMPLOYEE PRODUCTİVİTY AND CUSTOMER SATİSFACTİON

Hotel enterprises are intensive labor-based service businesses that provide accommodation and food services to passengers and tourists for a certain fee, and vary in their additional services. Satisfaction of guests staying in hotel businesses; It is an important factor for the protection of the capital invested by the business owners and to increase their profitability. The performance management process applied by the hotel human resources management and the efficiency of the hotel employees affect the satisfaction levels of the guests staying in the hotel establishments. The aim of this study is; To determine how the performance management system applied in hotel enterprises affect the productivity of the employees and the consequences of the process on customer satisfaction. The phenomenology design, one of the qualitative research designs, was used in the study. Focus group interviews were held with eight hotel staff working in various hotels in Çanakkale and Kars provinces in order to obtain data in the research, and content analysis method was used in the analysis of the data obtained. As a result of the analysis, it was determined that rewarding the employees participating in the meeting during the performance process implemented by the human resources management at the hotel they work in increased their job motivation and reflected the happiness level of the rewarded personnel to the customers and increased customer satisfaction.



Keywords
Hotel Management, Performance Management, Productivity, Customer Satisfaction



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