酒店问题顾客行为及对服务人员的影响研究.pdfVIP

2010 3 179 北京第二外国语学院学报 年第 期 （总第 期） 胥　郁 １,２ 1410081 2410124 从员工角度去思考酒店问题顾客的行为，意义重大。本文通过对长沙市高星级酒店一线服务人员的访谈、 调研，运用因子分析法得出酒店服务中的6种问题顾客类型，用回归分析发现不同类型问题的顾客行为对服务人员有不 同的影响效果，同时服务人员在应对问题顾客策略方面也表现了明显的差异，由此获得了有关酒店服务管理的启示。 问题顾客；关键事件法；因子分析；回归分析 ［中图分类号］ F59 ［文献标识码］ A ［文章编号］1003-6539(2010)03-0067-06 A Study of the Problematic Customers’ Behaviors and its Effects on the Employees Xu Yu1,2 1Tourism DepartmentHunan Normal Universitychangsha 410081china 2Changsha Aeronautical Vocational and Technical Collegechangsha 410124china ’ Abstract：It is important to think the problematic customers behavior by the point of employees view. With the basic deta from interview and market research to front-line Employees of high-star hotels in changsha city, this paper divides the sample into six types of problematic customers behavior with factor analysis, and fi nds different types of problematic customers behaviors have different effects on the employees ’ with regression analysis, and a remarkable differences between the employees coping strategies in the while, then gets some enlightenment on hotel service management. Key words：problematic customers critical incident technique factor analysis regression analysis 20 90 Zemke and Anderson Peters and Waterman [1] Bitner Booms and Mohr