期刊文献+

体验经济模式下从服务的本质看酒店服务方式方法的提升 被引量:2

下载PDF
导出
摘要 本文从服务的本质—不涉及所有权的对他人或他物的使用过程,引申出酒店服务品质的诸多特点,从这些特点出发,阐述了在体验经济模式下酒店服务方式与方法的提升。
作者 冯召伟
机构地区 济南职业学院
出处 《济南职业学院学报》 2010年第4期65-66,124,共3页 Journal of Jinan Vocational College
  • 相关文献

参考文献5

二级参考文献23

  • 1李锐.关于服务过程质量管理的思考[J].旅游学刊,2001,16(1):27-30. 被引量:37
  • 2张俐俐.论饭店服务质量的管理和控制[J].旅游学刊,1995,10(6):24-29. 被引量:23
  • 3Bowen David E and Lawler Edward E. The Empowerment of Service Workers: What, Why, How, and When [ J ]. Sloan Manangement Review, 1992,33(3) :31 - 39.
  • 4Chebat Jean-Charles and Kollias Paul. The Impact of Empowerment on Customer Contact Employees'Roles in Service Organizations [ J].Journal of Service Research,2000,3(1) : 66- 81.
  • 5Conger Jay A and Kanungo Rabindra N. The Empowerment Process:Integrating Theory and Practice [ J ]. Academy of Management Review, 1988,3 (3) : 472 - 489.
  • 6Definer Jerry. The Interrelationship of Intrinsic and Extrinsic Motivation[ J]. Academy of Management Journal, 1975,18 (1) : 125 -129.
  • 7Fulford Mark D and Enz Cathy A. The Impact of Empowerment on Service Employees [ J ]. Journal of Managerial Issues, 1995,7 (2) :161 - 175.
  • 8Hancer Murat and Grorge R Thomas. Psychological Empewerment of Non-supervisory Employees Working in Full-service Resanrants [ J ].Hospitality Management, 2003, (22) : 3 - 16.
  • 9Hays Julie M and Hill Arthur V. A preliminary investigation of the relationships between employee motivation/vision, service leamlng,and perceived service quality[J]. Journal of Operations Management,2001,19:335 - 349.
  • 10Kappelman Leon and Prybutok Victor. Empowerment, Motivation,Training, and TQM Program Implementation Success [ J]. Total Quality Management, 1995(May/June) : 12 - 15.

共引文献51

同被引文献6

引证文献2

二级引证文献7

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部