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논문 기본 정보

자료유형
학술저널
저자정보
저널정보
한국호텔외식관광경영학회 호텔경영학연구 호텔경영학연구 제8권 제2호
발행연도
1999.8
수록면
231 - 258 (28page)

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The recent growth of the service industry of hotels, people have more chances to experience the intangible goods with the others. Moreover, the importance of the large firms of hotels is also a new understanding in the service industry. High quality of the service is essential to the success of a hotel firm. So, the criteria for high quality of the server is the most important part in the hotels service business. Any hotel establishment regardless of size of the hotels should provide their customers with rooms and food products and good service to meet their physical and psychological expectations. Therefore, the level of an employee`s service quality affects a lot especially in the Marketing department. One effective solution for the service evaluation of servers of the Marketing department in hotels is the development of an appropriate measuring and improving server`s service quality model. For the development of the model, identification of the strategic variables for the server`s service quality and their relations with the guests satisfaction, its importance and the factors that influence it are essential. But one thing, which should avoid is reducing or eliminating employees with no enough studies on the performances and activities of the staff. This study is basically to show any possible areas to save time consuming. The method of analysis and the case studies which have been used for this study were systematic and scientific as attached to this theory study with figures and tables. As the figures and measurement of the activities and behaviors, I had to be satisfied with the result shown at the statistic analysis.

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