摘要
从员工角度去思考酒店问题顾客的行为,意义重大。本文通过对长沙市高星级酒店一线服务人员的访谈、调研,运用因子分析法得出酒店服务中的6种问题顾客类型,用回归分析发现不同类型问题的顾客行为对服务人员有不同的影响效果,同时服务人员在应对问题顾客策略方面也表现了明显的差异,由此获得了有关酒店服务管理的启示。
It is important to think the problematic customers behavior by the point of employees＇ view. With the basic deta from interview and market research to front-line Employees of high-star hotels in changsha city, this paper divides the sample into six types of problematic customers behavior with factor analysis, and finds different types of problematic customers behaviors have different effects on the employees with regression analysis, and a remarkable differences between the employees＇ coping strategies in the while, then gets some enlightenment on hotel service management.
出处
《北京第二外国语学院学报》
2010年第3期67-72,共6页
Journal of Beijing International Studies University
关键词
问题顾客
关键事件法
因子分析
回归分析
problematic customers
critical incident technique
factor analysis
regression analysis
