書誌事項
- タイトル別名
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- Mechanism of Service Quality and Hospitality : On the Case of Airline's Airport Staff
- サービス ヒンシツ ト ホスピタリティ ノ メカニズム コウクウ ガイシャ クウコウ スタッフ オ レイ ニ
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As an airline industry is now facing a keen competition, each company is trying to survive by providing better service to its passengers. One of the key factors to attract passengers is how to make the service quality better and realize hospitality at service encounters. The first purpose of this paper is to clarify the concepts of service quality, service satisfaction and hospitality as these words are often used without distinction in the business world. The second purpose is to study how the hospitality is realized through service providing process. And last wbut most important purpose is to clarify the capability which is required to the staff members who are to realize hospitality.
収録刊行物
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- 国際広報メディア・観光学ジャーナル
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国際広報メディア・観光学ジャーナル 10 73-89, 2010-03-10
北海道大学大学院国際広報メディア・観光学院
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詳細情報 詳細情報について
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- CRID
- 1050564288959249280
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- NII論文ID
- 120002045476
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- NII書誌ID
- AA1224631X
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- HANDLE
- 2115/42982
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- NDL書誌ID
- 10681060
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- 本文言語コード
- ja
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- 資料種別
- departmental bulletin paper
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- データソース種別
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- IRDB
- NDL
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