호텔종사원만족과 고객만족간의 관계에 관한 연구
(주)학지사
- 최초 등록일
- 2015.04.08
- 최종 저작일
- 2011.12
- 14페이지/ 어도비 PDF
- 가격 4,300원
* 본 문서는 배포용으로 복사 및 편집이 불가합니다.
서지정보
ㆍ발행기관 : 한국관광서비스학회
ㆍ수록지정보 : 관광서비스연구 / 11권 / 2호
ㆍ저자명 : 박오성
목차
I. 서론
II. 문헌연구
1. 종사원만족
2. 고객만족
3. 호텔종사원만족과 고객만족간의 관계
III. 실증분석
1. 표본설계
2. 설문지 구성
3. 종사원조사 분석
4. 고객조사 분석
5. 종사원만족과 고객만족간의 관계분석
IV. 결론
참고문헌
ABSTRACT
영어 초록
Domestic hotel industry of independent hotels and hotel chains due to increased competition and service differentiation is required, customer satisfaction and improve the management of the hotel industry has become an important deciding factor.
Encounter with the customer in the process of hoteliers oil intangible activities of the service that the customer perception of quality determined by the perceived quality of service, as well as customer satisfaction and also affects the re-purchase intention.
Eventually satisfied employees create satisfied customers, because two studies on hotel services hotel guests and hotel employees were made can be seen from the perspective of satisfied customers is one of the most important source of employee satisfaction can see that.
From this perspective, this study, a hotel company in the customer satisfaction on the general study continued, has been doing while the other leading researchers' paper, with reference to current employees meet the standards for the determination and, further customer satisfaction and no relationship to examine whether there is a hotel employee satisfaction and customer satisfaction with the relationship were investigated.
참고 자료
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