The effect of employee based brand equity on customer experience in multinational chain hotels

Jinlan ZhangManagement Sciences and Marketing , Alliance Manchester Business School, The University of Manchester, Viachaslau FilimonauSchool of Hospitality and Tourism Management, University of Surrey, the United Kingdom, Ulan TlemissovFaculty of Management and Education, Shakarim University

Tourism and Hospitality Research

Published online on November 07, 2024

Abstract

Tourism and Hospitality Research, Ahead of Print.
Employees in branded hotels can be more satisfied and better perform at work if they appreciate brand value, thus showcasing employee based brand equity. By interacting with hotel guests, employees can transfer some of this brand value onto customers and ...