从员工视角看国内高星级酒店服务文化属性之重要性--表现分析(IPA)

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从员工视角看国内高星级酒店服务文化属性之重要性--表现分析(IPA)

 

Author: 朱江云
Zhu, Jiangyun
Title: 从员工视角看国内高星级酒店服务文化属性之重要性--表现分析(IPA)
Cong yuan gong shi jiao kan guo nei gao xing ji jiu dian fu wu wen hua shu xing zhi zhong yao xing-- biao xian fen xi (IPA)
Degree: M.Sc.
Year: 2011
Subject: Hong Kong Polytechnic University -- Dissertations
Hospitality industry -- China
Department: School of Hotel and Tourism Management
Pages: viii, 46 leaves : ill. ; 30 cm.
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b2457503
URI: http://theses.lib.polyu.edu.hk/handle/200/6382
Abstract: 中国国内高星级酒店目前正面临着来自国际酒店的巨大挑战。国内高星级酒店要在激烈的市场竞争中胜出应全面提高自身的竞争力,其中包括提升酒店的服务文化。本文在文献研究的基础上,选取杭州国内高星级酒店为样本,对从员工 视角看酒店服务的文化的维度及其属性进行重要性-行为表现分析(Importance-Performance Analysis,简称IPA), 找出那些具高/低重要性、高/低行为表现的属性,分析原因,进而为这些酒店提出构建和提升酒店服务文化的 建议。研究还发现,从员工视角来看,目前国内高星级酒店的服务文化的所有相 关维度和属性的重要性和实际表现都存在着显著差异。本文通过员工主观衡量的方式研究了服务文化对酒店经营绩效的影响,未验证到两者间存在正向关系。

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