Özet:

This study shows the empirical relationship of impression management of front line employees (FLEs), disconfirmation and perceived value with customer satisfaction. Except it, it has also attempted to investigate the relationship of customer satisfaction and words of mouth (WOM) communication. Several studies in Europe have shown different results but from the Pakistan very few studies have been done like this. Although, there have some work in this area in the Pakistani environment but due to the increasing in interest and demand of people have shown an excellent development in Pakistan economy and especially in the hospitality industry. This is the pioneer study which has positive impact on the given model relationships. Hospitality industry is going to increase quickly in Pakistan which has different impacts on Pakistani customers. This study urges that FLEs is mainly the result of destabilization in the competitive environment for hospitality services, which was brought about by the national reregulation of markets and then adds in new methods of dealing with the customer satisfaction, WOM and management impression. Data has been collected from 131 respondents. Correlation and regression analysis are used to analyze the data. The main results of the study are the impression management activities of FLEs positively impact customer satisfaction which is contribution of knowledge in service marketing literature. Disconfirmation and perceived value were also found positively associated with customer satisfaction. Finally WOM communication was found outcome of customer satisfaction which shows a good relationship among the employees and customers. Key Words: Hospitality Industry, WOM, Antecedents, Customer Satisfaction.

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