Full-Text Search:
Home|Journal Papers|About CNKI|User Service|FAQ|Contact Us|中文
《Journal of Hunan Institute of Engineering(Social Science Edition)》 2014-01
Add to Favorite Get Latest Update

The Control Model of the Hotel Staff Service Quality Perceived by Tourists——Take Zhangjiajie International Hotel as an Example

ZHANG Hong;LIU Jian-ping;LIU Zi-chen;ZHOU Xue;College of Architectural Engineering,Hunan Institute of Engineering;College of Tourism Management,Xiangtan University;  
The service quality of the hotel staff which has much to do with tourist perception.crucial for the development of the hotel.Based on the differences in tourist perception,this paper takes Zhangjiajie International Hotel as an example to evaluate the affecting factors of service quality.Findings show that the main factors include work experience,the education level of the staff,the comprehensive quality of the employees,their genders,and the service provided by different departments.This paper also puts for ward the suggestions for improvement.
【Fund】: 2009年湖南省规划办基金项目“两型社会背景下区域红色文化遗产旅游资源利用研究”(09JD46)
【CateGory Index】: F272.92;F726.93
Download(CAJ format) Download(PDF format)
CAJViewer7.0 supports all the CNKI file formats; AdobeReader only supports the PDF format.
Chinese Journal Full-text Database 4 Hits
1 LIU Jian-ping,HAN Yan-ping(Management School,Xiangtan University,Xiangtan 411105,Hunan,China);STUDY ON DEVELOPMENT OF HOME EXCHANGE VACATION[J];Economic Geography;2006-06
2 LUO Zhen-peng, LIU Cong(Institute of Tourism, Beijing Union University, Beijing 100101, China);An Analysis of Service Quality of Front Office in Hotels and Customer Satisfaction——A Case Study of Novotel Peace Beijing Hotel[J];Tourism Tribune;2007-03
3 YU Hong,CHANG Jiang-liang,XU-hong(City Management School of HuNan City University,Yiyang,HuNan 413000;Economics Management department,HuNan City University,Yiyang,HuNan 413000,China);Research on the interaction of employee satisfaction and customer satisfaction about the hotel industry[J];Journal of Xiangtan University(Philosophy and Social Sciences);2010-04
4 YUAN Ya-zhong1 & HOU Hui2(1.School of Tourism,Guangdong University of Business Studies,Guangzhou 510320,China;2.School of Tourism Management,Xiangtan University,Xiangtan 411105,China);A Study of the Relationships between Hotel Manager's Self-efficacy and Job Satisfaction[J];Journal of Hunan University of Science & Technology(Social Science Edition);2010-04
Chinese Journal Full-text Database 10 Hits
1 WANG Jing1,LIN Feng1,Mustafa Koyuncu2(1.Institute of Tourism,Beijing Union University,Beijing 100101,China; 2.Faculty of Tourism and Commerce,Nevsehir University,Nevsehir,Turkey);Researches on the Job Satisfaction of Star-rated Hotel Managers in Beijing Based on Comparative Study[J];Tourism Forum;2011-06
2 PU Xiao-qin,YANG Jin-xiu(College of Economic Management,Sichuan Agricultural University,Chengdu 611130,China);Empirical study of the satisfaction of public-sponsered employment training program for peasant——Based on the survey of peasant in Chengdu,Sichuan[J];Guangdong Agricultural Sciences;2013-08
3 TANG Hong-xi;Huadian Shaanxi Pucheng Power Generation Co.,LTD;;Research on Appraisal Scheme for Customer Satisfaction Degree in the Hotel Industry Based on TQM[J];Journal of Gansu Sciences;2013-03
4 HE Huan;WANG Chao-hui;College of Territorial Resources and Tourism, Anhui Normal University;;Employee Turnover Intention and Influential Management Factors in Star Hotel[J];Journal of Anhui Normal University(Natural Science);2014-01
5 Liu Shufeng;Wang Yu;Tourism Department ,Sichuan Tourism University;;On the Domestic Situation of the Hospitality Employee Satisfaction Research in Recent Years[J];Tourism Forum;2014-02
6 LIU Hong-ying1,2(1.College of Management,Guangxi University for Nationalities,Guangxi Nanning 530006,China;2.College of Tourism and Environment Science,Shaanxi Normal University,Shaanxi Xi'an 710062,China);Actualities,Problems and Countermeasures of Home Exchange Tourism Between Cities in China[J];Journal of Hebei Normal University(Natural Science Edition);2008-05
7 ZHANG Hui(School of Tourism,Huaqiao University,Quanzhou,Fujian,362021);Comparative Study on Service Quality of High-star Hotels Based on Content Analysis[J];Journal of Huazhong Agricultural University(Social Sciences Edition);2012-02
8 Wu Lei1/Zheng Xiangmin2(1.Tourism College,Hunan Normal University,Changsha 410081,China;2.Tourism College,Huaqiao University,Quanzhou 362011,China);On the Domestic Situation of Hospitality Industry Research in Recent Years[J];Journal of Beijing International Studies University;2009-01
9 Li Hengyun1 /Long Jiangzhi2,3(1.Graduate School,Dongbei University of Finance&Economics,Dalian 116025,China; 2.Department of Tourism and Hotel Management,Dongbei University of Finance&Economics,Dalian 116025,China; 3.Research Center of Tourism Theories,China Tourism Academy,Dalian 116025,China;);The Functional Mechanism of Hotel Frontline Employee's Emotional Dissonance,Salary,Promotion Chances to Job Satisfaction and Turnover Intention: The Moderating Effect of Perceived Organizational Support[J];Journal of Beijing International Studies University;2011-11
10 Ma Ke(Zhengzhou College of Animal Husbandry Engineering,Zhengzhou 450011,China);Hotel Service Quality Improvement Strategy Based on Employee Satisfaction[J];Value Engineering;2012-18
【Secondary Citations】
Chinese Journal Full-text Database 10 Hits
1 LU Changqin 2) LING Wenquan 3) FANG Liluo 4) ( 2) Department of Psychology, Peking University, Beijing, 100871; 3) Institute of Human Resource Management, Jinan University, Guangzhou, 510632; 4) Institute of Psychology, Chinese Academy of Sciences, Beijing, 100101);Effects of Managerial Self-Efficacy on Managers' Wrok-Related Attitudes and Performances: An Exploratory Study in China[J];Acta Scientiarum Naturalium Universitatis Pekinensis;2006-02
2 Xu Wei;An Empirical Study of the Relationship between Customer Values,Customer Satisfaction and Behavioral Intention in Economy Hotels[J];Journal of Hebei University of Economics and Trade;2008-04
3 CUI Yun(Finance and Economics School,Kaifeng University,Kaifeng 475004,Henan,China);Relationship Between Customer and Employee′s Satisfaction[J];Journal of Kaifeng University;2006-04
4 LOU Li-zhi;Discussion on the Relationship between and Unification of “Staff First” and “Consumer First”[J];Sci-Tech Information Development & Economy;2007-18
5 Bai Changhong, Liao Wei (The Research Institute of Modern Management, Nankai University, Tianjin 300071, China);A Study of Customer's Satisfactions Based on Customer Perceived Value[J];NANKAI JOURNAL;2001-06
6 Zhang Shengliang;A Probe into Outcome Quality and Process Quality[J];World Standardization & Quality Management;2007-04
7 ;Brief Talk on Service Profit Chain[J];China Food;2007-12
8 JIN Yong-jin, WANG Hua (School of Statistics, Renmin University of China, Beijing 100872);Constructing the China Customer Satisfaction Indices System[J];Statistics & Information Tribune;2005-02
9 Lu Changqin ~(1), Ling Wenquan ~(2), Fang Liluo~( 3) (~(1)Department of Psychology, Peking University,Beijing 100871, China)(~(2 )Institute of Human Resource Management, Jinan University,Guangzhou 510632, China) (~(3)Institute of Psychology, Chinese Academy of Sciences,Beijing 100101, China);RELATIONSHIP BETWEEN MANAGERIAL SELF-EFFICACY AND GENERAL SELF-EFFICACY: AN EXPLORATORY STUDY[J];Acta Psychologica Sinica;2004-05
10 FANG Shi-min, Luo Xi(Tourism Department, Xiangtan University, Xiangtan,Hunan 411105,China);Research on Product Strategy of Shaoshan's Red-tourism Industry[J];;2004-05
Similar Journals
> Coal Engineering
> China Finance
> China Labor
©2006 Tsinghua Tongfang Knowledge Network Technology Co., Ltd.(Beijing)(TTKN) All rights reserved