earticle

영어

The purpose of this study was to investigate the impacts of negative customer characteristics and Employee's Personality Traits on hotel staff service orientation at service encounters. For the purpose, seven hotels of special first class were selected in Seoul to survey their employee about the impacts that negative customer characteristics would have on their service orientation at service encounters, being accompanied by investigation into previous study.
In this study, we have shown that negative customer characteristic and staff's personal traits affect staff service orientation. Secondly, this result suggests how important staff training and internal marketing in the hotel industry to decrease improve service orientation