Extent of Staff Professional Ethical on Customers' Commitment in Hotel Industry: An Empirical Study - Three-star Hotels in Jordan

Abstract

The aim of this study is to understand the practical situation of work ethics in hospitality industry organizations in Jordan by focusing on professional ethics in relation to employees and managers. It also focuses on how such professional ethics prevail in hospitality industry facilities and affect customers’ commitment‏. The study used primary data by distributing a questionnaire to staff in three-star hotels. The results revealed a positive relationship between the dependent and independent variables from the staffs' point of view by using simple regression. It is also concluded that professional ethical principles can be applied in hospitality facilities, primarily in dealing with customers   and maintaining ethical trust; and that the staff (employees and managers) understands and appreciates the importance of having professional ethics in their organizations, as they lead to customer satisfaction and increases the level of commitment.