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| 内部营销和内部服务质量对外部服务质量的影响 | |
| 引用本文： | 汪纯孝,岑成德,刘倩.内部营销和内部服务质量对外部服务质量的影响[J].旅游科学,2001(1):19-23. |
| 作者姓名： | 汪纯孝 岑成德 刘倩 |
| 作者单位： | 1. 广州中山大学管理学院教授、博士生导师 2. 广州中山大学管理副教授 3. 广州中山大学管理博士研究生 |
| 摘 要： | 管理人员应明确员工的工作任务、评估员工的服务质量、指导员工工作、关心员工、高度重视员工培养工作，各个职能部门之间的相互服务质量、员工之间的相互服务质量都会直接或间接地影响宾馆的外部服务质量。作根据数据分析结果，对宾馆管理人员如何加强内部服务质量管理提出了一系列建议。 |
| 关 键 词： | 内部营销 内部服务质量 外部服务质量 员工工作满意感 员工敬业爱岗精神 |
| 文章编号： | 1006-575(2001)01-0019-05 |
The Impact of Internal Marketing and Internal Service Quality on External Service Quality |
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| Wang Chunxiao,Cen Chengde,Liu Qian.The Impact of Internal Marketing and Internal Service Quality on External Service Quality[J].Tourism Science,2001(1):19-23. | |
| Authors: | Wang Chunxiao Cen Chengde Liu Qian |
| Institution: | Wang Chunxiao Cen Chengde Liu Qian |
| Abstract: | The management should clarify the job requirements, evaluate the performance of the employees, guide their improvement efforts, take care of their life and career, lay stress on their training, etc. The service quality of different departments and among employees would influence the external quality directly or indirectly. The author, based on some analytical data results, has put forward his suggestions to the hotel managers on how to improve their internal service quality. |
| Keywords: | internal marketing internal service quality external service quality job satisfaction of employees the spirit of employee commitment |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ | |