| Summary: | 碩士 === 世新大學 === 觀光學研究所(含碩專班) === 96 === For the sake of service’s characteristic of international tourist hotel, the employee become a critical key point to effect the successful management. However, nowadays’ research did not clarify the relationship among the standardizing work and service behavior and service quality. The purpose of this study wanted to explore above relationships. At first, we did understand the relations between the standardizing work and service behavior by the review of concerning literature, and interview the hotel’s directors. Meanwhile, the author also did explore the role of service behavior between the standardizing work and service quality. Secondly, construct the concept and structure to design the questionnaire. Furthermore, the employee and customers be as the subjects of the questionnaire and through statistic analysis method examine the structure and relation of this research.
This thesis investigated the employee and customers of five international tourist hotels which locate in Taipei, Kaohsiung and Taichung. The retrieved and effective questionnaires were 200 documents, proving the assumption of this research by the way of realistic investigate data. Study results manifested that the standardizing work indeed play positive dependence with service behavior. Moreover, the service behavior also displayed positive dependence with service quality. From these examinations we obtained that the questionnaire obviously possess explainable and predictable ability. Hence, this research added the personal background as the exploratory factors. The outcome displayed that the educational background effected standardizing work, service behavior and service quality, showing the negative dependence relationship. The other factors did not seriously affect standardizing work, service behavior and service quality.
Consequently, we advised that the related directors elevated the service quality by the way of standardizing work to built reasonable and identifiable operation process. From above operation process, the employees will have good service behavior and this behavior will possess positive influence in the service quality. In the meanwhile, the employees’ background also needed to consistence. For this aim, the employees’ have to proceed the training education to promote and to elevate the service quality. These methods will add the company’s competition.
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