The managerial implications of an analysis of tourist profiles and international hotel employee service attitude |
| |
Authors: | Chun-Min Kuo |
| |
Institution: | National Chin-Yi University of Technology, Department of Leisure Industry Management, No. 35, Lane 215, Sec. 1, Chung-Shan Rd., Taiping 411, Taichung, Taiwan, ROC |
| |
Abstract: | Numerous studies indicate that customer satisfaction is closely related to hotel employees’ service attitude, and that distinct segments of a target tourist market require distinct customer service emphases. The enclosed study finds, for example, that Taiwanese tourists generally appreciate friendliness and enthusiasm, Japanese tourists admire courteousness and propriety, and American tourists value immediacy and efficiency. Marketers and personnel managers are therefore well advised to develop training strategies emphasizing empathy, gracious problem solving, and prompt individual attention for Taiwanese, Japanese, and American tourists, respectively. Importance–performance analysis (IPA) can be used to identify crucial aspects of appropriate service and recommend managerial strategies to support their implementation. |
| |
Keywords: | Tourist profile Service attitude Customer satisfaction Importance&ndash performance analysis |
本文献已被 ScienceDirect 等数据库收录! |
|