サービス品質とホスピタリティのメカニズム : 航空会社空港スタッフを例に

概要

論文の詳細を見る
As an airline industry is now facing a keen competition, each company is trying to survive by providing better service to its passengers. One of the key factors to attract passengers is how to make the service quality better and realize hospitality at service encounters. The first purpose of this paper is to clarify the concepts of service quality, service satisfaction and hospitality as these words are often used without distinction in the business world. The second purpose is to study how the hospitality is realized through service providing process. And last wbut most important purpose is to clarify the capability which is required to the staff members who are to realize hospitality.
2010-03-10