Exploration on the Service Design of Resort Hotel By PCN Method
碩士 === 國立體育大學 === 體育推廣學系 === 104 === In modern social environment, enterprises are all inseparable from the nature of service. Good service model enables enterprises to create good business value. For resort hotel, in order to meet customer demand and achieve sustainable business is the key issue. T...
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ndltd-TW-104NCPE05690022016-04-14T04:16:57Z http://ndltd.ncl.edu.tw/handle/42653838178146438742 Exploration on the Service Design of Resort Hotel By PCN Method 以PCN方法探討休閒渡假飯店之服務設計 CHO,CHIH-HUNG 卓致宏 碩士 國立體育大學 體育推廣學系 104 In modern social environment, enterprises are all inseparable from the nature of service. Good service model enables enterprises to create good business value. For resort hotel, in order to meet customer demand and achieve sustainable business is the key issue. This study aims to explore the service flow content of resort hotel. In order to better understand the actual operation of service flow, obtain the data via interviewing method, secondary data collection and site observation. By the interview results, make analysis of the service system, carry out inspection of the service procedure in the status quo. Based on the flow chain net diagram structure proposed by Sampson, draw the status quality, propose recommendations to the case organization, and the main attainable results are as follows: Ⅰ. Service delivery failure, the policy failure is most probably caused by the company policy, such as towel card exchange, restaurant segmentation dining as well as the data of the opinion book which provided the membership application is calculated based on times rather than days, resulting in customer complaint. Inadequate service speed and employee knowledge may result in inadequate restaurant confirmation as well as high hotel staff turnover. Ⅱ. The highest service failure proportion is in the accommodation and catering commodity quality. Sanitation and cleaning is the most concerned issue. We can learn from the interview that although there are bathes outside the room and on the beach, guests are still prone to bring sands in the room, which is difficult to clean. The inconsistency between the information in the webpage and that expected by guests easily result in guest dissatisfaction. Ⅲ. These with high service failure proportion are physical facilities factors, which may be caused by old equipment and environment. Due to the high annual occupancy rate, it is difficult for overall maintenance. Ⅳ. Customer demand accounts for the lowest proportion in service failure. The main failure occurs in the incapability of advance arrangement for customer need. The course main probably caused by the specification in the contract that the original building style cannot be changed, moreover, the original building is not followed the five-star level, resulting in partial service failure. Ⅴ. Customer attitude is a problem of frequent occurrence, which is mainly caused by the staff's incapability of communicating with people, as well as the negligence of room booking staff, failing to enter customer need into the customer information system. Ⅵ. In addition to the personal willingness of cooperating with company regulations, the problem with high proportion is caused by different customer habits and folk customs. Finally, based on the research results, this research proposed reasonable recommendations to Chateau Beach Resort Hotel as the reference for the follow-up research and practice application. MOU,ZHONG-FU 牟鍾福 2015 學位論文 ; thesis 145 zh-TW |
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碩士 === 國立體育大學 === 體育推廣學系 === 104 === In modern social environment, enterprises are all inseparable from the nature of service. Good service model enables enterprises to create good business value. For resort hotel, in order to meet customer demand and achieve sustainable business is the key issue. This study aims to explore the service flow content of resort hotel. In order to better understand the actual operation of service flow, obtain the data via interviewing method, secondary data collection and site observation. By the interview results, make analysis of the service system, carry out inspection of the service procedure in the status quo. Based on the flow chain net diagram structure proposed by Sampson, draw the status quality, propose recommendations to the case organization, and the main attainable results are as follows:
Ⅰ. Service delivery failure, the policy failure is most probably caused by the company policy, such as towel card exchange, restaurant segmentation dining as well as the data of the opinion book which provided the membership application is calculated based on times rather than days, resulting in customer complaint. Inadequate service speed and employee knowledge may result in inadequate restaurant confirmation as well as high hotel staff turnover.
Ⅱ. The highest service failure proportion is in the accommodation and catering commodity quality. Sanitation and cleaning is the most concerned issue. We can learn from the interview that although there are bathes outside the room and on the beach, guests are still prone to bring sands in the room, which is difficult to clean. The inconsistency between the information in the webpage and that expected by guests easily result in guest dissatisfaction.
Ⅲ. These with high service failure proportion are physical facilities factors, which may be caused by old equipment and environment. Due to the high annual occupancy rate, it is difficult for overall maintenance.
Ⅳ. Customer demand accounts for the lowest proportion in service failure. The main failure occurs in the incapability of advance arrangement for customer need. The course main probably caused by the specification in the contract that the original building style cannot be changed, moreover, the original building is not followed the five-star level, resulting in partial service failure.
Ⅴ. Customer attitude is a problem of frequent occurrence, which is mainly caused by the staff's incapability of communicating with people, as well as the negligence of room booking staff, failing to enter customer need into the customer information system.
Ⅵ. In addition to the personal willingness of cooperating with company regulations, the problem with high proportion is caused by different customer habits and folk customs.
Finally, based on the research results, this research proposed reasonable recommendations to Chateau Beach Resort Hotel as the reference for the follow-up research and practice application.
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author2 |
MOU,ZHONG-FU |
author_facet |
MOU,ZHONG-FU CHO,CHIH-HUNG 卓致宏 |
author |
CHO,CHIH-HUNG 卓致宏 |
spellingShingle |
CHO,CHIH-HUNG 卓致宏 Exploration on the Service Design of Resort Hotel By PCN Method |
author_sort |
CHO,CHIH-HUNG |
title |
Exploration on the Service Design of Resort Hotel By PCN Method |
title_short |
Exploration on the Service Design of Resort Hotel By PCN Method |
title_full |
Exploration on the Service Design of Resort Hotel By PCN Method |
title_fullStr |
Exploration on the Service Design of Resort Hotel By PCN Method |
title_full_unstemmed |
Exploration on the Service Design of Resort Hotel By PCN Method |
title_sort |
exploration on the service design of resort hotel by pcn method |
publishDate |
2015 |
url |
http://ndltd.ncl.edu.tw/handle/42653838178146438742 |
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