Process Visibility and Work Stress: Exposure the relationship with Service Quality to attain Customer Satisfaction in Hospitality Industry

Abstract

This study investigates the relationship between process visibility, work stress management practices, service quality, and their collective influence on customer satisfaction within service-oriented industries. Employing a comprehensive research framework, encompassing both qualitative and quantitative methodologies, the study examines how the level of process visibility affects employees' stress levels, and subsequently, the quality-of-service delivery. This empirical study employs a descriptive research design, employing the advanced statistical tool SmartPLS 4.0, to investigate the relationship between process visibility, work stress, and service quality in the context of the vibrant hospitality sector in Dubai, United Arab Emirates. With a robust sample size of 246 respondents drawn from top hotels and restaurants in Dubai, this research delves into the factors that shape service quality within this dynamic and competitive industry. The research's findings are intended to make a substantial impact on both academia and business. It offers useful insights for service managers and policymakers by illuminating the complex relationships between process visibility, job stress management, service quality, and customer happiness. The findings provide research-based recommendations for boosting service quality through process visibility optimisation and the application of efficient stress management techniques. In the end, our research aims to support service organisations in developing strategies that not only meet but also surpass consumer expectations, promoting long-term success and sustained customer happiness.