http://chineseinput.net/에서 pinyin(병음)방식으로 중국어를 변환할 수 있습니다.
변환된 중국어를 복사하여 사용하시면 됩니다.
호텔직원의 인적서비스 품질특성이 서비스 가치 및 방문객 태도에 미치는 영향
이장성,장현종 한국호텔관광학회 2010 호텔관광연구 Vol.12 No.4
The purpose of this study was to investigate impact relation between service quality, value and satisfaction aimed at hotel customers. To analyze this purpose, the data were collected from 378 hotel customers using deluxe hotels located in Seoul and Incheon. As a result, tangibles influence service value among five dimension of employee service quality elements and sympathy affect customer satisfaction. Also, service value and customer satisfaction as well as other precedent research offer positive effect on revisit intention. In Hotel business, providing high quality service make customer satisfaction higher and satisfied customer eventually can be sources of revisit as they have preference of specific service business relatively compared to unsatisfied customer.