顾客期望管理及其对旅行社员工认同感、胜任感、责任感的影响——以广州为例  

Customer Expectation Management and Its Impact on Travel Agency Employee's Corporate Identity,Competency and Responsibility:a Case Study of Guangzhou

作　　者：岑成德[1] 张雯雯[1] 

机构地区：[1]中山大学管理学院,广东广州510275

出　　处：《旅游科学》2008年第2期49-55,共7页Tourism Science

摘　　要：本文从员工角度对广州两家大型旅行社的顾客期望管理措施进行调查,通过实证研究的方式深入分析顾客期望管理的构成因素,并在此基础上探讨了顾客期望管理措施对员工的企业认同感、工作胜任感、工作责任感的影响。研究结果表明:顾客期望管理由评估与分析顾客需求、培训和激励员工、给予顾客正确期望等3个因子构成;顾客期望管理措施对员工的企业认同感、工作胜任感、工作责任感有显著的影响。The authors made a survey of 2 large travel agencies in Guangzhou on their customer expectation management measures. In the empirical study, the authors made an in-depth analysis of the component factors of customer expectation management and validated the influence of the measures on the employee＇s corporate identity, competency and responsibility. The result indicates that customer expectation management is composed of 3 factors including customer needs evaluation and analysis, employee training and inspiration, offering customer proper expectations. It is found that customer expectation management measures have significant influence on employee＇ s corporate identity, competency and responsibility.

关 键 词：顾客期望管理 企业认同感 工作胜任感 工作责任感 

分 类 号：F590.63[经济管理—旅游管理]