초록 열기/닫기 버튼
The purpose of study is to suggest the importances of human, material and systematic service by comparing and analysing between the reported cases of guest’s inconvenience caused by experiencing inconvenience during the guest stayed in deluxe hotel as the guest side and the experienced cases of guest’s complain caused by human, material and systematic problem during the employees worked for room division department in their hotel as the employee side. In total, 83 cases was surveyed and analysed by 24 deluxe hotels which are 7 hotels located in Seoul, 7 hotels located in Busan, 6 hotels located in Kyungnam & Kyungbuk and 4 hotels located in Jeju, and used by Critical Incident Technique. The consequences of this research is presented as follows: human service was the biggest problem, facilities was bigger problem and hygienic administration was big problem.
키워드열기/닫기 버튼
Communication style, Rapport, Satisfaction
