酒店员工满意度与顾客满意度的互动影响模式研究

Research on the interaction of employee satisfaction and customer satisfaction about the hotel industry

酒店业本身的特殊性,在追求利润的同时,还要追求顾客满意和员工满意。酒店员工满意度与顾客满意度之间既相互依存又相互矛盾。为了解决这一矛盾,本文基于服务利润链理论,提出了酒店员工满意度、顾客满意度以及利润三者之间的互动影响循环模式,并分别对其三个阶段进行了解析。最后提出酒店在注重顾客满意的同时也不能忽视其员工满意,应当为二者创造一个循环互动的良性环境。

Since the specificity of hotel industry are not only in the pursuit of profits, but also the pursuit of customer satisfaction and employee satisfaction . There is not only much interdependence but also contradictions between the employee satisfaction and customer satisfaction of hotel industry. Therefore, this text is based on the theory of service profit chain and tablished the model of interaction between the hotel industry employee satisfaction and customer satisfaction, and then divided the model into three phrases with an analysis for each one. This text propose that the hotel industry must pay more importance to the employee satisfaction and make a good environment for the development itself.