- Autor
- Grobelna Aleksandra (Akademia Morska w Gdyni)
- Tytuł
- Zachowania klientów a wyczerpanie emocjonalne pracowników branży hotelarskiej. Konsekwencje dla procesu obsługi
Customer Behavior vs. Emotional Exhaustion Among Employees of the Hospitality Industry. Implications for Service Process - Źródło
- Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu, 2015, nr 379, s. 383-395, rys., bibliogr. 52 poz.
Research Papers of Wrocław University of Economics - Tytuł własny numeru
- Gospodarka turystyczna w regionie. Przedsiębiorstwo. Samorząd. Współpraca
- Słowa kluczowe
- Zachowania klientów, Hotelarstwo, Obsługa klienta
Customer behaviour, Hotel industry, Customer service - Uwagi
- streszcz., summ.
- Abstrakt
- Celem niniejszej pracy jest próba zidentyfikowania zależności pomiędzy zachowaniami gości hotelowych a postawami i zachowaniami personelu usługowego na przykładzie wybranych hoteli Trójmiasta. Problemem badawczym zaś jest próba poszukiwania odpowiedzi na pytanie: czy istnieje związek pomiędzy nieżyczliwością gości a wyczerpaniem emocjonalnym pracowników bezpośredniej obsługi oraz czy wzrost wyczerpania emocjonalnego może prowadzić do obniżenia skuteczności obsługi gości zwłaszcza w sytuacjach wystąpienia błędów usługowych. Zastosowane metody badawcze to krytyczna analiza literatury przedmiotu oraz badania pierwotne przeprowadzone metodą ankiety wśród pracowników trójmiejskich hoteli. Rezultaty badań ukazują istotny i pozytywny związek między postrzeganiem nieżyczliwości gości a wyczerpaniem emocjonalnym pracowników oraz negatywną relację pomiędzy wyczerpaniem emocjonalnym a skutecznością działań naprawczych(abstrakt oryginalny)
The purpose of this study was to identify the relationship between the behaviors of hotel guests and their consequences for the staff attitudes and behaviors based on contact employees of selected hotels in Tricity. The research problem is seeking the answers to the questions: Is there a relationship between the perceived unfriendliness of hotel guests and the employees' emotional exhaustion experience and whether the increase in emotional exhaustion can influence service recovery efforts. Applied research methods are a critical analysis of literature and empirical research conducted by survey among contact employees of Tricity hotels. Research results show a significant and positive correlation between perceived guest unfriendliness and employees' emotional exhaustion (H1) and a negative correlation between emotional exhaustion and service recovery performance (H2). Implications for managers and avenues for future research are also delivered(original abstract) - Dostępne w
- Biblioteka Główna Uniwersytetu Ekonomicznego w Krakowie
Biblioteka SGH im. Profesora Andrzeja Grodka
Biblioteka Główna Uniwersytetu Ekonomicznego w Katowicach
Biblioteka Główna Uniwersytetu Ekonomicznego w Poznaniu
Biblioteka Główna Uniwersytetu Ekonomicznego we Wrocławiu - Pełny tekst
- Pokaż
- Bibliografia
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- Cytowane przez
- ISSN
- 1899-3192
- Język
- pol
- URI / DOI
- http://dx.doi.org/10.15611/pn.2015.379.37