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    EMPLOYEE BEHAVIORS CREATING CUSTOMER SATISFACTION: A COMPARATIVE CASE STUDY ON SERVICE ENCOUNTERS AT A HOTEL
    (Polytechnic Inst Leiria, 2014) Turkay, Oguz; Sengul, Serkan
    Because creating a successful customer employee encounter is significant for the enhancement of customer satisfaction, it is critical to determine which employee behaviors primarily influence customers' perceptions. In this study, semi structured interviews and focus group interviews were conducted with employees at a five star hotel establishment who were continuously in contact with customers, and the findings were compared with the results of questionnaires completed by employees and customers. The three most significant positive employee behaviors were being polite and cheerful, making the customer feel special and being knowledgeable enough to respond to questions, whereas the two most significant negative employee behaviors were giving negative answers and strong reactions to questions and being sulky. It was observed that customers and employees shared similar opinions on the positive and negative impacts of these behaviors.
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    In-house responses and anxiety levels of commercial kitchen employees towards new COVID 19 food safety regulations
    (Routledge, 2023) Sariisik, Mehmet; Sengul, Serkan; Okumus, Bendegul; Ceylan, Veli; Kurnaz, Alper; Kapucuoglu, Mustafa Inanc
    The development of COVID-19 into a global epidemic has made it necessary to regulate foodservice practices to minimize the risk of transmission. The main purpose of this study is to determine the effects of awareness, perception, and anxiety levels of kitchen staff on attitudes toward the implementation of new practices regarding novel COVID-19 regulations. Empirical data were collected from 721 kitchen staff working at certified food and beverage establishments, hotels, and restaurants in Turkey. The study results indicated a negative correlation between attitude toward application and anxiety and a positive correlation between awareness and attitude. Significant differences were also detected in the dimensions of awareness, perception, anxiety, and attitude regarding the demographic features of the participants. Kitchens are the nerve center of the foodservice industry. The study extends the value of the in-house (kitchen) responses to improve the food handling practices in commercial kitchens regarding the implementation of new COVID-19 regulations. © 2022 Taylor & Francis.