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Investigating the Relationhip between Employee Satisfaction and Guest Satisfaction

热1 kaiwu 添加于 2010-10-13 16:38 | 1584 次阅读 | 0 个评论

作者
Spinelli MA, Canavos GC
摘要
A study of six metropolitan, full-service hotels (involving 600 guests and 240 employees) found a statistical connection between employee satisfaction and guest satisfaction. Regarding employees' satisfaction, the data indicated that monetary factors can be dissatisfiers. The surest way to build employee satisfaction is to let employees know that their efforts are appreciated; that they can participate in decision making; and that they observe all employees working enthusiastically together to provide excellent service. Guests responded favorably to personable staff members who are quick and competent. Cleanliness of the room ranked high, while guests reported being most dissatisfied with the hotels' food quality and value.
详细资料
- 文献种类: Journal Article
- 期刊名称: Cornell Hospitality Quarterly
- 期卷页: 2000年第41卷第6期 29-33页
- 日期: 2000
学科领域人文社科 » 旅游学
标签

DHIS, HOTEL, EMPLOYEE
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