- 期刊
The Impact of Quality of Work Life on Employees' Service Attitude and Customer Satisfaction in Hotel Food and Beverage Departments
並列摘要
This study examines the quality of work life (QWL) of the hotel F&B departments, tests the impact of QWL on service attitude and service attitude on customer satisfaction. Findings generally indicate that the F&B service personnel are not satisfied with their QWL. ”Friendliness” is the only aspect of service attitude that is not significantly influenced by the work environment. ”Complaint handling” has a greater affect on customer satisfaction than other service attitude. It is suggested that hotel management reevaluate the company policy for the young workforce, and hire the service personnel who have the right attitude.
延伸閱讀
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