| 饭店企业服务文化塑造与员工态度管理 |
| |
| 引用本文： | 徐虹.饭店企业服务文化塑造与员工态度管理[J].旅游科学,2004,18(3):27-31. |
| |
| 作者姓名： | 徐虹 |
| |
| 作者单位： | 南开大学国际商学院,天津,300071 |
| |
| 摘 要： | 员工态度对顾客判断饭店企业服务价值有重要影响，而员工态度又受企业服务文化的影响。本文探讨了饭店企业服务文化塑造的重要性及员工态度对顾客满意度的影响，并结合饭店企业特点，就员工态度管理的两个主要方面进行了详细阐述。
|
| 关 键 词： | 服务文化 态度管理 移情性 情商 |
| 文章编号： | 1006-575(2004)-03-0027-05 |
| 修稿时间： | 2004年6月6日 |
Service Culture Cultivation and Employee Attitude Management in Hotel Enterprises |
| |
| XU Hong.Service Culture Cultivation and Employee Attitude Management in Hotel Enterprises[J].Tourism Science,2004,18(3):27-31. |
| |
| Authors: | XU Hong |
| |
| Abstract: | Employee's attitude can greatly influence customers' judging hotels' services, and it can be influenced by the service culture of a hotel. The paper discussed the significance of cultivating service culture in a hotel, and the influence of staff attitude on customers' satisfaction. It also made a detailed explanation of the two major aspects of employee attitude management in the light of the characteristics of hotel co operations. |
| |
| Keywords: | service culture attitude management empathy emotion quotient |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
