摘要
酒店业是以服务顾客为主的产业，服务口碑建立在服务人员与顾客间的互劝过程之中，强调员工的正向服务情绪，以带给顾客满意及贴心的感受。酒店若想提升服务绩效，必须高度防范员工的职业倦怠现象，避免员工因情绪耗竭而导致服务失效。酒店服务人员职业倦怠往往导致服务品质下降，造成顾客满意度下降，这直接关乎酒店的生存与发展。本研究以青岛市酒店企业作为调研对象，结合Kano模型并运用相关性分析法、回归分析以及重要度和满意度数据，建立模型将酒店各服务品质要素进行归纳，探寻职业倦怠和服务品质的关联性，并对各要素的改善系数进行排序，最后根据分析结果提供建议。
The hotel industry is a customer-oriented service industry, the frontline employees which make contact with the customs are the carriers of the attitude and impression the customs made to the organizations. However, with the increasing social competition, because work stress are more and stronger in organizations, hotel staff have different levels of job burnout, then affect their health, and bring unfavorable impacts to the development of hotel. Based on the comprehensive related literature review, the study was conducted with a certain proportion of provincial civil servants inform of questionnaire survey. Founded on the review of the previous research, this paper specify the design of this research, and then put forward the hypothesis of this paper. Taken the Qingdao＇s hotel industry as the research object, this paper classifies the service quality elements of hotels by applying the correlation analysis; Kano Model and I-S Model.To explore the correlation of job burnout and service quality. Finally, according to the analysis of evaluation, we present some countermeasures to improve the service quality of business hotel.
