Intellectual Capital And Guest Delight Among Selected Hotels In Uganda

Abstract

Based on online reviews on hotels in Uganda, the trend in which guests were not being delighted by the services being offered in the hotels was calling. Evidence indicates that this could be due to lack of strong intellectual capital premises in place.Therefore the study examined the relationship intellectual capital and guest delight among selected hotels in Uganda.A cross sectional research design was used, data was collected using a 5 point closed end questionnaire and a sample of38 hotels was selected using simple random technique. The study findings revealed that a positive significant relationship existed between intellectual capital dimensions and guest delight. Findings also revealed that intellectual capital dimensions that consisted of human, relational and structural capital contributed only 43% of guest delight in the Hotels.Human capital was the most key element of intellectual capital that contributed towards guest delight, followed by relational capital and the least was structural capital. The managerial implications is that hotel management should focus on developing employees and creating long time relationships with clients in a bid to achieve guest delight.