호텔외식업체 종사원과 고객의 지각된 서비스 품질의 차이

다국어 초록 (Multilingual Abstract)

The purpose of this study was to present the direction for improvement of the foodservice business of the hotel. For this purpose, this study attempted to investigate the level of customers` expected service quality of and actually perceived satisfaction with the foodservice business of the hotel and the awareness of employees that should offer services to customers and identify the difference in the perception of service quality. The implications can be summarized as follows: Most hotel foodservice businesss, unlike hotels, do not have direct possession of real property but temporarily use it through lease or management on consignment and the like. Therefore, they should make investment in plant and equipment in preparation for the case that the lease contract is not renewed due to its limited period. But they make insufficient investment in plant and equipment. And in the department of service manpower, it is necessary to secure proper service manpower, strive for employee education and training and provide identity security for employment of hotel employees. Nevertheless, hotel foodservice business allowed low-wage service manpower with insufficient service experiences to work in foodservice businesses, thereby operating unlike employees really working in the special hotel. Hotel foodservice businesses should meet the level of satisfaction perceived by customers by narrowing the gap between the expected service of the customers using the hotel foodservice and actual service offered by employees to maintain and manage the same service quality as the hotel.

참고문헌 (Reference)

1 Miller, "in conceptualization and measurement of consumer satisfaction and dissatisfaction" 72-92, 1977

2 Nolan, "Do expectations increase with experience?. In consumer satisfaction combined proceedings papers from the eighth conference Department of marketing school of business" Louisiana state university Indiana university 17-22, 198419851984

3 Gilly, "An investigation of expectation types. International fare in consumer satisfaction and complaining behavior -papers from the 7th annual conference on consumer satisfaction department of marketing school of business" Indiana university 17 10-19 16, 1982

4 Gronroos,C, "A service-oriented approach to marketing of service." 12 (12): 588-601, 1978

5 A, "A multiple item scale for measuring consumer perception service quality. Journal of retailing" 7-, 1988

6 A, "A division of macmiiian" The Free Press Inc. 199019-20.

7 Latour, ". The role of situationally produced expectations and prior experience in determining consumer satisfaction. Advances in consumer research" 588-582, 1980

8 Jarmo,R. Lehtinen, ". Customer oriented service system. Service Management Institute Working Paper. Helsinki" 1983

9 Gronroos,C, ". An applied service marketing theory. European Journal of Marketing" 16 (16): 3-41, 1982

10 V, ". A conceptual model of service quality and its implications for future research. Journal of Marketing" 42-51, 1985