Tourism. Hotel and Restaurant Management 

Bueno, Patrice May, Bacuetes, Alyssa Mae P., Cuares, Mary Concepcion P.,
Naig, Ma. Cecille B., Remulta, Marichu D. Tuddao, Shara Mae D. Customer
Mistreatment and Its Impact on Service Employee Performance in Selected
Hotel in Cavite (A.Y 2023-2024). Undergraduate Thesis. Bachelor of Science in
Hospitality Management. Cavite State University – Bacoor City Campus, City of
Bacoor, Cavite. February 2024. Adviser: Cecille Tuliao.
This study aims to investigate the impact of customer mistreatment and its
impact on service employee performance in a selected hotel in Cavite. Customer
mistreatment refers to instances where customers engage in disrespectful or abusive
behavior towards hotel staff. The research will explore the effects of such
mistreatment on various aspects of employee performance, including job satisfaction,
stress levels, customer service quality, motivation, and productivity. By examining
these factors, the study seeks to shed light on the consequences of customer
mistreatment for both hotel employees and the overall service quality provided by the
hotel. The research will employ a mixed-methods approach, combining surveys with
interviews with hotel staff to gather quantitative data. The findings of this study will
contribute to the existing literature on customer mistreatment and its impact on
service employee performance, providing valuable insights for hotel management
and offering recommendations for improving employee well-being and customer
satisfaction. 

xvii, 65p.

PDF Format 

Includes references and appendices.