Do Happy Employees Really Mean Happy Customers? Or Is There More to the Equation?

Abstract

The long-established perception that happy employees are necessary for happy customers certainly holds true in the hospitality industry. However, simply making employees happy is not sufficient to ensure the best possible customer experience. Instead, managers must go beyond employee attitudes and work toward making all associates feel that they are members of a team, well trained, and given appropriate tools and policies to provide the best possible customer service. Managers must form and lead this team of well-trained employees, making clear that every person’s effort is essential to the operation’s success.