Author: 姜孝田
Jiang, Xiaotian
Title: 中国经济型酒店员工忠诚度培养研究
Zhongguo jing ji xing jiu dian yuan gong zhong cheng du pei yang yan jiu
Degree: M.Sc.
Year: 2006
Subject: Hong Kong Polytechnic University -- Dissertations.
Employee loyalty -- China.
Hotel management -- China.
Department: School of Hotel and Tourism Management
Pages: x, 69 leaves : charts ; 30 cm.
Language: Chinese
Abstract: Up-to-date, economy hotels in China have developed very rapidly. When compared to the deluxe hotels, the standards of the economy hotels are very diverse and its management is not mature. It confronts serious problems in employee turnover in particular the front line departments. Most of these employees do not have clear career objective and lack confidence and inspiration. Therefore, it is very important to improve the loyalty of the staff of economy hotel. This research will examine the relations among quality of internal service, staff satisfaction and loyalty in economy hotels in China. At the same time, this paper attempts to analyze how quality of internal service and staff satisfaction influence staff loyalty. This study hopes to find out the ways to improve internal service, staff satisfaction and loyalty. Primary data are collected through questionnaire survey and are analyzed by using SPSS in order to analyze the relationship between internal service quality, staff satisfaction and loyalty. It is found that internal service quality has a considerable influence on staff satisfaction and loyalty. Finally, the research confirms the positive relationship between overall quality of internal service, staff satisfaction and loyalty.
Rights: All rights reserved
Access: restricted access

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