Professionalism perception and client satisfaction. An analysis of the bouncers-doormen performance
Autor(a) principal: | |
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Data de Publicação: | 2022 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/25208 |
Resumo: | This research aims to evaluate the degree of customer satisfaction of the nightclubs with the security guards, as well as the perception of their professionalism in performing their duties. Using survey data from 479 nightclubs clients to assess the clients’ professionalism perception of the bouncers-doormen and satisfaction. The results indicate an overall satisfaction and bouncers-doormen to be recognized as professionals. Findings also partially contradict previous research. Despite recognizing a certain degree of abuse of power, customers consider those professional as helpful, especially in emergency situations where they provide guidance and the necessary support. They are also considered to properly watch and protect people and goods in night-time entertainment spaces and have good ability to foresee and anticipate incidents. |
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Professionalism perception and client satisfaction. An analysis of the bouncers-doormen performanceClient satisfactionPrivate security guardsBouncers-doormenNight-time economyNightclubsThis research aims to evaluate the degree of customer satisfaction of the nightclubs with the security guards, as well as the perception of their professionalism in performing their duties. Using survey data from 479 nightclubs clients to assess the clients’ professionalism perception of the bouncers-doormen and satisfaction. The results indicate an overall satisfaction and bouncers-doormen to be recognized as professionals. Findings also partially contradict previous research. Despite recognizing a certain degree of abuse of power, customers consider those professional as helpful, especially in emergency situations where they provide guidance and the necessary support. They are also considered to properly watch and protect people and goods in night-time entertainment spaces and have good ability to foresee and anticipate incidents.IGI Global2022-04-29T11:22:28Z2022-01-01T00:00:00Z20222022-04-29T12:21:58Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/25208eng1947-959X10.4018/IJSSMET.297495Silva, R.Amado, A.Dias, Á.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:36:09Zoai:repositorio.iscte-iul.pt:10071/25208Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:16:23.643654Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Professionalism perception and client satisfaction. An analysis of the bouncers-doormen performance |
title |
Professionalism perception and client satisfaction. An analysis of the bouncers-doormen performance |
spellingShingle |
Professionalism perception and client satisfaction. An analysis of the bouncers-doormen performance Silva, R. Client satisfaction Private security guards Bouncers-doormen Night-time economy Nightclubs |
title_short |
Professionalism perception and client satisfaction. An analysis of the bouncers-doormen performance |
title_full |
Professionalism perception and client satisfaction. An analysis of the bouncers-doormen performance |
title_fullStr |
Professionalism perception and client satisfaction. An analysis of the bouncers-doormen performance |
title_full_unstemmed |
Professionalism perception and client satisfaction. An analysis of the bouncers-doormen performance |
title_sort |
Professionalism perception and client satisfaction. An analysis of the bouncers-doormen performance |
author |
Silva, R. |
author_facet |
Silva, R. Amado, A. Dias, Á. |
author_role |
author |
author2 |
Amado, A. Dias, Á. |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Silva, R. Amado, A. Dias, Á. |
dc.subject.por.fl_str_mv |
Client satisfaction Private security guards Bouncers-doormen Night-time economy Nightclubs |
topic |
Client satisfaction Private security guards Bouncers-doormen Night-time economy Nightclubs |
description |
This research aims to evaluate the degree of customer satisfaction of the nightclubs with the security guards, as well as the perception of their professionalism in performing their duties. Using survey data from 479 nightclubs clients to assess the clients’ professionalism perception of the bouncers-doormen and satisfaction. The results indicate an overall satisfaction and bouncers-doormen to be recognized as professionals. Findings also partially contradict previous research. Despite recognizing a certain degree of abuse of power, customers consider those professional as helpful, especially in emergency situations where they provide guidance and the necessary support. They are also considered to properly watch and protect people and goods in night-time entertainment spaces and have good ability to foresee and anticipate incidents. |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-04-29T11:22:28Z 2022-01-01T00:00:00Z 2022 2022-04-29T12:21:58Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/25208 |
url |
http://hdl.handle.net/10071/25208 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1947-959X 10.4018/IJSSMET.297495 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
IGI Global |
publisher.none.fl_str_mv |
IGI Global |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
|
_version_ |
1799134722399404032 |