基于快乐服务理念的主题公园员工服务质量提升研究

发布时间：2018-03-21 10:27

本文选题：快乐服务理念　切入点：主题公园　出处：《郑州大学》2017年硕士论文　论文类型：学位论文

【摘要】：主题公园竞争加剧,追求员工服务质量的提升成为增强竞争力的一个重要方面。目前,国内外服务质量的研究十分丰富,集中在服务质量评价及服务质量、游客满意的研究较多,对服务质量的前因驱动相关研究还较少,因此,研究员工服务质量,具有理论和实践的双重意义。本文梳理了国内外与服务质量相关的研究成果,对员工服务质量等相关概念进行界定,并分析了主题公园的员工服务质量现状,同时,基于服务质量理论,服务利润链理论等构建员工服务质量模型,在此基础上,选取方特为案例地,通过实地调研与问卷调查收集数据,并运用结构方程模型对数据进行分析,证明了员工快乐对员工服务质量的正相关关系,着重分析了员工快乐各维度对员工服务质量的影响程度。最后,基于快乐服务理念和实证结果从企业和员工的双重角度,有针对性的提出了提升主题公园员工服务质量的建议。
[Abstract]:The theme park competition intensifies, the pursuit staff service quality enhancement becomes an important aspect to enhance the competitive ability. At present, the domestic and foreign service quality research is very rich, concentrates on the service quality appraisal and the service quality, There are many researches on tourist satisfaction, and there are few researches on the antecedent driving of service quality. Therefore, the research on employee service quality is of both theoretical and practical significance. This paper reviews the research results related to service quality at home and abroad. This paper defines the concept of employee service quality and analyzes the current situation of employee service quality in the theme park. At the same time, based on the theory of service quality and service profit chain theory, the paper constructs the model of employee service quality. Choosing Fantt as a case study, collecting data through field investigation and questionnaire survey, and analyzing the data by using structural equation model, it proves the positive correlation between employee happiness and employee service quality. Finally, based on the concept of happy service and empirical results from the perspective of enterprises and employees, the paper puts forward suggestions to improve the service quality of employees in theme parks.
【学位授予单位】：郑州大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F719.5;F272.92

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