酒店一线员工服务绩效实证分析——以高星级酒店为例  

Service Performance of Frontline Staff in Hotels: An Empirical Analysis with High-star Level Hotels as an Example

作　　者：包大明[1] 

机构地区：[1]辽东学院旅游管理学院,辽宁丹东118001

出　　处：《辽东学院学报（社会科学版）》2016年第4期65-72,共8页Journal of Liaodong University：Social Science Edition

摘　　要：高星级酒店一线员工服务绩效不仅受到外部因素影响,同时也受到员工自身因素影响。文章以探讨高星级酒店一线员工自身因素对员工服务绩效影响为内容,并在相关文献基础上,建立起高星级酒店一线员工服务知识、服务态度、服务技能与服务绩效之间路径模型和研究假说,利用SPSS17.0和AMOS17.0对通过问卷调查获取的数据进行分析,得出了高星级酒店一线员工服务知识、服务态度、服务技能与服务绩效之间的影响效果,包括直接效果、间接效果及总体效果,并以此影响效果为依据,提出了高星级酒店保持和提升一线员工服务绩效的建议。The service performance of frontline staff in high-star level hotels is affected by both the external factors and factors from their own. In this study, personal factors such as service-related knowledge, service atti- tude and service skills that may affect the service performance are analyzed by questionnaire survey. The direct, in- direct and overall effects are obtained. Accordingly, some suggestions to maintain and improve the service perform- ance of the frontline staff in high-star level hotels are proposed.

关 键 词：星级酒店 员工 服务绩效 

分 类 号：F590.652[经济管理—旅游管理]