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组织公民行为在酒店经营管理中的应用研究

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摘要 员工作为酒店的一线服务者,其行为表现对顾客的满意感有重要影响。为改进酒店员工整体服务水平,从而直接提高顾客的体验质量,酒店管理人员应通过建立并传递酒店服务导向的企业价值观,营造支持性工作环境,领导支持,充分授权和及时强化员工的积极行为等方式激发员工的组织公民行为,最终为酒店赢得忠诚顾客,为提高综合竞争力提供保障。
作者 石羽
出处 《内蒙古科技与经济》 2007年第06X期20-21,23,共3页 Inner Mongolia Science Technology & Economy
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