机构地区: 东莞职业技术学院
出 处: 《衡阳师范学院学报》 2010年第6期87-91,共5页
摘 要: 酒店餐饮基层服务人员对客服务,往往成为顾客评价服务质量好坏的依据。服务质量下降与工作积极性有关,受服务过程中心理因素影响较大。其中,酒店餐饮上班时间安排可能使服务员产生工作负面心理,同时服务员的学历与各自对事业的追求性格成为服务过程中产生心理活动差异的主要缘由,并在服务工作的积极性上表现出差异:学历和事业追求性格与工作积极性不相关,并表现无规则差异,但学历与事业追求性格呈正相关关系。 Face to face restaurant service for customer surpplied by waiter often become the basis of customer evaluating the restaurant service quality.And this quality declining has correlation with worked positive or not,influenced by psychology.In it,the time attendants worked may produce negative psychology,and display different: educational background and personality pursuing the cause express no correlation with the attitude of attendant supplying service,and disorder difference,but among them,it displayed positive correlation.