Transformational leadership of hotel general managers and guest satisfaction ratings: A correlational study

by Padron, Thomas C., Ph.D., CAPELLA UNIVERSITY, 2011, 121 pages; 3473227

Abstract:

Researchers have indicated that transformational leadership is considered one of the most effective types of leadership in increasing performance. In the hotel industry, specifically, transformational leadership is essential in this progressive and ever-changing industry as customer/guest's wants and needs change frequently and anticipating those wants and needs and solving programs is crucial to the success of the hotel. This study examines transformational leadership of hotel general managers and guest satisfaction ratings of his/her hotels. The general managers and their managers were randomly selected from across the United States. Their transformational leadership ratings were gathered utilizing a well-known industry questionnaire and guest satisfaction ratings were utilized from an industry leading organization that determines guest satisfaction for numerous industries. The hypotheses tested examined the possibility for a relationship between transformational leadership ratings and guest satisfaction ratings. None of the hypotheses were rejected and the study concluded that there is not a statistically significant relationship between transformational leadership ratings and customer/guest satisfaction ratings.

AdviserJohn Klocinski
SchoolCAPELLA UNIVERSITY
Source TypeDissertation
SubjectsManagement
Publication Number3473227

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