지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2011.1
- 수록면
- 141 - 154 (14page)
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초록· 키워드
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IPA and Expectancy Disconfirmation Theory were used as measuring tools for training results.
Firstly, through IPA, we will find out, to what extent and direction the importance of training programs to trainees and actual performance results influence the overall satisfaction and evaluation perceived by trainees.
Secondly, through Expectancy Disconfirmation Theory, we will find out to what extent the positive disconfirmation factor and negative disconfirmation factor influence the overall disconfirmation.
Samples of trained employees at customer service encounters, hotel employees of Rooms(Frontdesk, Bell desk, Business center, GRO) Dept. and F&B Dept. and Reservation & PABX were surveyed for this research.
For customer satisfaction, the cooperation of employees is essential. To successfully manage customer service process, the company needs to understand employees needs,promote change through appropriate training programs and support the newly created programs at the management level and facilitator level.
목차
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참고문헌 (33)
참고문헌 신청
Agut, S. / 2003 / Competency needs among managers from Spanish hotels and restaurants and their training demands / Hospitality Management 22 : 281 ~ 295
Alberty, S / 1989 / The use of importance-performance analysis as an evaluative technique in adult education / Educational Review 13 (1) : 33 ~ 44
Anderson, E. W. / 1994 / Customer satisfaction, Market share and profitability: Finding from Sweden / Journal of Marketing 58 : 53 ~ 66
Bienstock, C. V / 2003 / Organizational citizenship behavior and service quality / Journal of Business 17 : 357 ~ 378
Chon, K. / 1991 / Marketing your community: Image analysis in Norfolk / The Cornell Hotel and Restaurant Administration Quarterly : 31 ~ 37
Alberty, S / 1989 / The use of importance-performance analysis as an evaluative technique in adult education / Educational Review 13 (1) : 33 ~ 44
Anderson, E. W. / 1994 / Customer satisfaction, Market share and profitability: Finding from Sweden / Journal of Marketing 58 : 53 ~ 66
Bienstock, C. V / 2003 / Organizational citizenship behavior and service quality / Journal of Business 17 : 357 ~ 378
Chon, K. / 1991 / Marketing your community: Image analysis in Norfolk / The Cornell Hotel and Restaurant Administration Quarterly : 31 ~ 37
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