호텔 컨시어지 서비스 품질제고를 위한 탐색적 연구 - 서울시내 특1급호텔을 중심으로 -
An Exploratory Study on Improving Hotel Concierge’s Service Quality : Focused on the First Class Hotels in the Seoul Region
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초록
The results of the study could be summarized as the concierge service, which is labor service, consistent service, and information service, has an effect to the service quality, and its results are interpreted as follows. First of all, the labor service such as positive service, prompt service, kind service, and promised time observance with customer has an importance when customer requests. Second, the factors of the consistent service, like planned service education, equivalent information provision, and regular meetings for service appeared to have an influence to the service quality. Third, the information service showed to have an effect to the service quality with the factors of regular information update, information sharing between departments, accurate information provision, and minimization of wrong information. Fourth, there are differences in the concierge service depending on the concierge operation types as operating a concierge department independently and operating work duplicated department integrated.
Abstract
The results of the study could be summarized as the concierge service, which is labor service, consistent service, and information service, has an effect to the service quality, and its results are interpreted as follows. First of all, the labor service such as positive service, prompt service, kind service, and promised time observance with customer has an importance when customer requests. Second, the factors of the consistent service, like planned service education, equivalent information provision, and regular meetings for service appeared to have an influence to the service quality. Third, the information service showed to have an effect to the service quality with the factors of regular information update, information sharing between departments, accurate information provision, and minimization of wrong information. Fourth, there are differences in the concierge service depending on the concierge operation types as operating a concierge department independently and operating work duplicated department integrated.
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