旅游饭店内部服务质量与离职意向的实证研究

An Empirical Study on the Relationship between Hotel Internal Service Quality and Staff's Intention of Leaving

服务利润链模型是一个具有因果关系的结构方程模型,运用AMOS及SPSS统计软件对旅游饭店内部服务质量与员工满意度及离职意向间的各要素进行实证研究的结果表明:旅游饭店内部服务质量对内部顾客满意度和离职意向的影响显著,结构模型中各潜变量之间的路径系数与假定基本符合。

The Service Profit Chain model is a structural equation with causal relationships among the factors. By means of AMOS and SPSS, the test result indicates that hotel internal service quality has significant effect on internal customers＇ satisfaction and staff＇s intention of leaving. And the path coefficients between the latent variables are basically consistent with the assumption.