Chen & Chen (2014) explored the relationship between leadership, service quality and customer satisfaction. The three aspects are related to each other because good mastery pushes employees to work well, therefore to produce the best services and, in return, leads to customer satisfaction. Chen & Chen (2014) state that managers should always pay attention to the service value perceived by customers as this is important to increase customer satisfaction and make them loyal. Loyalty plays a vital role in the lives of customers and also sends a message to employees and managers because the service industry, being an intangible form of business, means that customers and employees need to develop mutual trust. Therefore, trust is earned when customers are guaranteed quality products at all times, which will lead to retention of old customers and attraction of new customers. Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get Original Essay Chen and Chen (2014) also established that the ways to maintain a stable relationship between customers and employees in a hotel are through effective, continuous communication, positive feedback at all times, and adaptation to constantly changing customer demands . Another important aspect is the introduction of staff training, aimed at improving employee performance. Employee attitudes have been found to affect the presentation of work. Therefore, it is the job of managers to critically examine the type of assertiveness exhibited by employees during the recruitment process. Chen & Chen (2014) conclude by recalling that to retain customers it is necessary to enhance the services offered every time. Dagger, David & Ng (2011) try to outline the impact of employee commitment in making customers loyal to the services provided. Furthermore, Dagger, David & Ng (2011) critically examine the extent to which special attention given to customers will ultimately lead to customer satisfaction. Constant communication and applying the right management skills are other factors attributed to achieving customer loyalty. A survey was conducted on over six hundred customers frequenting various service industries. From the results it was identified that relational commitment is the main factor that led customers to be loyal to the services provided. On the other hand, commitment was achieved by providing exceptional treatment to customers (Dagger, David & Ng, 2011). The article is an excellent resource for leaders and managers as they can use it to explore the different ways they can use to ensure that their customers remain loyal to the services provided and engage them too. Dagger, David & Ng (2011) put more focus on the importance of commitment leading to building loyalty and how stable relationships between employees and customers result in greater customer engagement. The positive aspect of the results and what makes them more legitimate is that they were empirically tested before the conclusion was reached (Dagger, David & Ng, 2011). Fakharyan et al. (2014) aimed to explore the link between customer interaction; customer-to-customer interactions (CCI) that lead to customer satisfaction, word of mouth and loyalty. The article is also interested in the quality of personal interaction (PIQ), and therefore tries to create a connection between all the aspects indicated; CCI, PIQ, word of mouth and the atmosphere of service provision in the hotel industry. Empirical study is the most useful method to discover this relationship. The data found is then tested empiricallyafter surveying 200 guests visiting Tehran. What Fakharyan et al. (2014) found that the atmosphere of service delivery directly influences both customer-customer interactions, while the quality of personal interactions affects customer loyalty and satisfaction. As a result, customer satisfaction influences both word of mouth and customer loyalty. Finally, customer-to-customer interactions are closely tied to word of mouth and customer satisfaction. After examining the link between all factors, Fakharyan et al. (2014) therefore argue that all should be kept constant and, to achieve this, it is essential that staff are regularly trained so that they are able to provide the same services at all times (Fakaryan et al., 2014). Monitoring and evaluating the performance of frontline employees ensures that customer feedback is received and this is important when making improvements and maintaining those areas that are doing well (Fakaryan et al., 2014). Hammersley (2013) covers the qualitative aspects of research design and everything that readers should understand when it comes to the research method. The qualitative research method is often the option for many people interested in finding facts about a phenomenon. Hammersley (2013) sets out the different forms of qualitative research and how this differs from quantitative design. The article also discusses the arguments put forward by different researchers who use qualitative design and therefore it is easy to establish the relationship that exists between theoretical and practical work (Hammersley, 2013). The qualitative approach has been used on several occasions in research on the hotel sector. If the qualitative study is carried out efficiently following all the right procedures, hoteliers will be able to arrive at valuable results. The collected data is then used by managers to analyze the hotel's performance and, if possible, make necessary changes. Additionally, qualitative research is a great way to examine how hotels and other related organizations define their strategies and therefore create management initiatives. This particular form of research, therefore, offers new insights where the company manages to understand its needs and objectives, and after the study, the data collected is valuable to the organization. It is said that qualitative research is the best tool that hotel managers can always rely on when facing a problem and that the solution is often arrived at based on the decision-making capabilities offered by the method. Finally, it serves as a guideline for managers because it presents new ways of understanding and carrying out tasks. Jun et al. (2017) sought to examine the effects of leadership methods on new employees' intention to leave the company and whether this was related to their job. A study was conducted in a hospitality industry located in China, focusing on newly hired workers. The study aimed to observe how new employees were influenced by the leadership styles found in the company (Jun et al., 2017). Two forms of leadership; Abusive and unethical were observed and the relationship between new employees' intention to leave and their job performance was subsequently analyzed. The method used during the study was a survey involving four hundred people, of whom sixty-one were leaders (Jun et al. (2017). The results indicated that the new employee's intention to leave had negative effects on how which employees performed their activities. Abusive leadership perpetrated by managers catalyzed the negative effects, butthe situation seemed to cool down once ethics were applied in governance (Jun et al., 2017). because poor leadership discourages employees from achieving desired goals and expected standards. Poor performance leads to poor service delivery, resulting in decreased customer dissatisfaction and loyalty. Kao, Cheng, Kuo, and Huang (2014) found that sometimes stressors found in the workplace are caused by managers, customers, or even employers themselves. These stressors are responsible for interference in service delivery and lead to frequent employee absenteeism. Kao, Cheng, Kuo, and Huang (2014), after examining these stressors, set out to create caring climates that can moderate stressful situations. A study was conducted with over 430 frontline employees and 31 supervisors who took part in the survey (Kao, Cheng, Kuo, & Huang, 2014) to arrive at more accurate results; the researchers opted for the hierarchical linear model. The data collected clearly confirmed that stressors caused by managers trigger employee turnover intentions. In this case, turnover intention is the extent to which a worker intends to leave their current position in the company. Employee stressors have pushed workers to request sick leave and days off even if they don't need them. On the other hand, if customers are responsible for the stressors, there will be a disruption in service delivery. Moderation, however, is created once caring climates are introduced because this is a way to establish great relationships between employees, customers and managers. The text is the best resource for managers as they are able to observe any form of deviant behavior from their employees, especially if the value of the services offered is decreasing. This being the case, managers are called upon to pay attention to any stressors affecting employee performance and this in return will help minimize the undesirable attributes portrayed by employees. On the other hand, Khanfar (2011) discovered the importance of training staff frequently for improving the quality of hotel service. Currently, most organizations consider staff training a massive investment because it determines both the quantity and quality of services provided by employees. As training has become the main focus of the hotel industry, more budgets are now allocated into the process. Integration of training will be a success if all individuals; managers and employees are part of the process. Khanfar, (2011) states that it is high time that staff training is perceived as a platform where employees can expand their current capabilities. During the training process, employees gain more skills and information on how to improve their performance. Developing a positive attitude towards work is another example where hotel service quality can be achieved. Skilled and talented employees represent a significant asset to the hotels that employ them due to their ability to adapt to any situation presented to them by the organization. Furthermore, the skills will ultimately bring quality to the hotel. The hotel industry should consider training as a continuous process, which should not be interrupted once the intended objective has been achieved. The reason why it should be a continuous process is that customer demands are constantly changing, hence the need to be equipped with the capabilities to adapt to thesechanges. Khanfar, (2011) concludes by stating that hotel training is more of a managerial activity because those at the top of the hierarchy need to make policies clear and organize the plans and objectives of the organization. According to Kraak & Holmqvist (2017), not many people, especially managers in the hospitality industry, have stopped for a while and examined the importance of language in the service industry. The value has been noted in service industries where attention is paid to the language of service producers. Language and employee service authenticity are linked together, and thisIt has been noted that the relationship between the two factors plays a vital role in consumers' perception of the services provided. Before undertaking the research, (Kraak & Holmqvist, 2017) identified the benefit of authenticity in customer satisfaction and realized that the language used by service employees is the responsible factor. (Kraak & Holmqvist, 2017) used service theory to improve understanding of the influence of language in service delivery. Production disruption and service sabotage were attributed to employees' use of customer-unfriendly languages. Service employees should be guaranteed the opportunity at all times to exercise their freedom while caring for customers, and giving them freedom means they can bring their ideas to the table and use language that is understood by all. The mindset that must prevail at all times in this environment is that the value in service delivery is not only beneficial to the employee through gaining experience, but also in achieving customer loyalty. When teaching hospitality students how to deliver quality service, Kuo (2013) notes how the use of a multimedia curriculum will aid the entire process. Research has identified a close link between the service provided to employees and customer satisfaction. Staff training should incorporate technology because it is a platform through which employees can learn new skills that they can use to make customers happy with what is brought to the table. The multimedia program is useful in evaluating job performance and the communication methods that service providers use when relating to their customers. Kuo also added that there is no time when a hotel management program can be considered complete even if factors such as adequate management strategies are put in place. This is because, as Khanfar (2011) states, staff training for efficient hotel management is a continuous process. Li & Huang (2017) outlined several factors that appear to impact service progress. Some of them include; employee performance, reflection on the prevailing service climate, service orientation and career aspiration. Li & Huang (2017) decided to conduct a study using up to 500 frontline employees in the hospitality industry in China. The researchers' main interest was the service orientation of employees. Service orientation, in this case, is an essential tool in managing service programs. The results indicated that both behavior and climate were related and this is attributed to the influence of service orientation which came between the two factors. It is essential that service industries focus more on creating the right service climate for their employees in order to generate positive attitudes among them, sufficient to add value to their.