Abstract:

As one of the strengths of a hotel business, employees can increase customers' loyalty to the business. At the same time, they may cause to the loss of loyal customers. The factors affecting the organizational attitudes of employees have been investigated in the hospitality literature for a long time. Employees are in exchange relationships with their leaders (managers) and colleagues within the organization, and with customers outside the organization. While the exchange relationships that employees establish with their managers and colleagues shape the organizational attitudes of them in general, the relationships they establish with customers shape the perceived service quality of customers. The purpose of this study as a compilation through literature review is to examine exchange relationships between managers and employees, between coworkers, and between customer and employees theoretically. The keywords “leader-member exchange”, “customer-employee exchange”, “coworker exchange” have been searched in Dergipark and Science Direct databases. In this study, it is accepted that the employees are in search of balance in their relations with the managers and coworker, and these relationships are within the scope of Balance Theory; the organizational exchange relations of employees within the base on Social Exchange Theory were explained; the reflect of employees' intra-organizational exchanges to customers within base on Service-Profit Chain Theory were explained.

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