TY - GEN

T1 - The impact of human resource management on customer loyalty in the hotel industry in Russia

AU - Kuznetsov, U. V.

AU - Melyakova, E. V.

AU - Kizyan, N. G.

PY - 2017/1/1

Y1 - 2017/1/1

N2 - This paper presents the findings of the study of HRM in the hospitality industry in Russia. The study investigates the level of development of HRM system and its influence on the behavior of consumers of hotel services. Quantitative data was collected from 112 hotels by polling their managers, employees and customers. The sample consists of various types of hotels located in various regions of Russia. For data processing correlation analysis, regression analysis and aggregated indicators analysis were used. The study shows that in the hotels with a high level of development of HRM system there is a higher level of customer loyalty. According to the research results HRM has a positive influence on customer loyalty only if it is implemented systematically and comprehensively. HRM system must comply with the overall strategy of the organization, include a wide range of instruments and be flexible and adaptive.

AB - This paper presents the findings of the study of HRM in the hospitality industry in Russia. The study investigates the level of development of HRM system and its influence on the behavior of consumers of hotel services. Quantitative data was collected from 112 hotels by polling their managers, employees and customers. The sample consists of various types of hotels located in various regions of Russia. For data processing correlation analysis, regression analysis and aggregated indicators analysis were used. The study shows that in the hotels with a high level of development of HRM system there is a higher level of customer loyalty. According to the research results HRM has a positive influence on customer loyalty only if it is implemented systematically and comprehensively. HRM system must comply with the overall strategy of the organization, include a wide range of instruments and be flexible and adaptive.

UR - http://www.scopus.com/inward/record.url?scp=85035017069&partnerID=8YFLogxK

M3 - Conference contribution

SN - 9781138035171

SP - 23

EP - 28

BT - The 4th International Conference on Management & Technology in Knowledge, Service, Tourism & Hospitality 2016 (SERVE 2016). Murom Institute of Vladimir State University 20 – 21 October 2016.

A2 - Gaol, Ford Lumban

A2 - Filimonova, Natalia

A2 - Hutagalung, Fonny

PB - Taylor & Francis

T2 - 4th International Conference on Management and Technology in Knowledge, Service, Tourism and Hospitality, SERVE 2016

Y2 - 8 October 2016 through 9 October 2016

ER -