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服务氛围对服务补救绩效的影响——以高星级酒店为例 被引量:2

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摘要 本文基于服务氛围对服务补救绩效影响的理论假设,运用问卷调查和典型相关分析进行了实证检验。研究发现:服务氛围与服务补救绩效具有相关性,并且相关结果显著;在服务氛围中,起到主导作用的是服务保障支持;在服务补救绩效中,员工满意成为决定服务补救绩效的主要因素。最后提出了高星级酒店改进服务氛围进而改进服务补救绩效的相关建议。
出处 《中国管理信息化》 2017年第21期92-94,共3页 China Management Informationization
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