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September 10, 2025Journal of Contemporary Marketing Science

Exploring the effects of employee-based brand equity on customer satisfaction in 3 Star Hotels

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Authors

EMEbenezer MalcalmEAEsther AsieduMMMohammed Majeed

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Overview

Survey research shows employee satisfaction influences customer satisfaction in 3-star hotels, highlighting importance of employee-based brand equity.

Key Points

  • Customer satisfaction is significantly influenced by employee satisfaction and brand citizenship behaviour.
  • Employee-based brand equity plays a crucial role in enhancing the customer experience in 3-star hotels.
  • Employee-related factors such as brand loyalty and brand knowledge are essential for customer satisfaction.
  • Improving staff satisfaction may lead to higher customer loyalty and positive experiences in the hotel sector.

Cite This Study

Malcalm et al. (2025) studied this question.

synapsesocial.com/papers/68c1a8fe54b1d3bfb60e1c2ahttps://doi.org/10.1108/jcmars-01-2025-0004
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Also Consider

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