Service Quality and Employee Satisfaction in the Hotel Industry

This report provides an overview of the service sector's growth, particularly focusing on the hotel industry in Pakistan. It explores the significance of service quality, customer satisfaction, and employee satisfaction within this sector, highlighting the competitive nature of the hotel business and the importance of adapting to emerging trends. The research delves into the impact of employee job satisfaction on service recovery performance, emphasizing that satisfied employees are crucial for delivering quality service and maintaining customer loyalty. The report also examines the challenges of service failures, the need for effective service recovery strategies, and the role of internal marketing practices in enhancing service recovery performance. The study aims to analyze service sector growth, service quality, and service recovery performance within the hotel industry, emphasizing the need for better service delivery and customer satisfaction.