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題名:餐飲服務人員服務態度之研究--以國際觀光旅館為例
書刊名:東亞論壇
作者:蕭淑藝
作者(外文):Hsiao, Shu-yi
出版日期:2016
卷期:492
頁次:頁17-27
主題關鍵詞:餐飲服務服務態度國際觀光旅館服務品質Food and beverage serviceService attitudeInternational tourist hotelService quality
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:33
  • 點閱點閱:95
期刊論文
1.Choi, C. H.、Kim, T. T.、Lee, G.、Lee, S. K.(2014)。Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance。International Journal of Hospitality Management,36,272-285。  new window
2.Larsen, S.、Bastiansen, T.(1991)。Service attitude in hotel & restaurant staff and nurses。International Journal of Contemporary Hospitality Management,4(2),27-31。  new window
3.Stevens, P.、Kuntson, B.、Patton, M.(1995)。A tool for measuring service quality in restaurant。Cornell Hotel and Restaurant Administration Quarterly,36(2),56-60。  new window
4.賴其勛、游志青、楊靜芳(20050300)。旅館業服務接觸中顧客滿意與不滿意之來源--關鍵事件法之應用。顧客滿意學刊,1(1),31-50。new window  延伸查詢new window
5.Dimitriades, Zoe S.(2007)。The influence of service climate and job involvement on customer-oriented organizational citizenship behavior in Greek service organizations: A survey。Employee Relations,29(5),469-491。  new window
6.Gracia, Esther、Cifre, Eva、Grau, Rosa(2010)。Service quality: The key role of service climate and service behavior of boundary employee units。Group & Organization Management,35(3),276-298。  new window
7.Kim, H. J.(2008)。Hotel service providers' emotional labor: The antecedents and effects on bumout。International Journal of Hospitality Management,27,151-161。  new window
8.Lewis, R. C.(1989)。Hospitality marketing: The internal approach。The Cornell Hotel and Restaurant Administration Quarterly,30(3),40-45。  new window
9.Nickson, D.、Warhurst, C.、Dutton, E.(2005)。The importance of attitude and appearance in the service encounter in retail and hospitality。Managing Service Quality,15(2),195-208。  new window
10.Prince, J. T.、Simon, D. H.(2009)。Multimarket contact and service quality: Evidence from on-time performance in the US airline industry。Academy of Management Journal,52,336-354。  new window
11.Berry, L. L.、Zeithaml, V. A.、Parasuraman, A.(1990)。Five imperatives for improving service quality。Sloan Management Review,31(4),29-38。  new window
12.Homburg, C.、Wieseke, J.、Hoyer, W. D.(2009)。Social identity and the service-profit chain。Journal of Marketing,73(2),38-54。  new window
學位論文
1.楊非凡(2011)。餐飲業服務氣候、倫理氣候、倫理道德觀、服務破壞與服務導向組織公民行為關係之探討(碩士論文)。銘傳大學。  延伸查詢new window
2.陳孟修(1999)。零售業員工的人格特質與工作生活品質對組織承諾、工作投入、服務態度與工作績效的影響之研究(博士論文)。國立中山大學。new window  延伸查詢new window
圖書
1.Hayes, D. K.、Ninemeier, J. D.、Miller, A. A.(2012)。Foundations of lodging management。Upper Saddle River, NJ:Prentice Hall。  new window
2.Stutts, A. T.(2001)。Hotel and Lodging Management。New York:John Wiley & Sons, Inc.。  new window
3.Zeithaml, V. A.、Bitner, M. J.、Gremler, D. D.、Wilson, A.(2012)。Services marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
其他
1.交通部觀光局(2014)。觀光旅館名錄,http://t-hotel.tbroc.gov.tw/roster/List.asp, 。  延伸查詢new window
圖書論文
1.Bowen, D. E.、Cummings, T. G.(1990)。Suppose we took service seriously?。Service management effectiveness。San Francisco, CA:Jossey-Bass Publishers。  new window
2.Katz, Daniel、Stotland, Ezra(1959)。A Preliminary Statement to a Theory of Attitude Structure and Change。Psychology: A Study of a Science。New York:McGraw-Hill Press。  new window
 
 
 
 
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