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• 영문명: Influence of the Hotel Manager’s Using of PMS on Service Quality
• 발행기관: 관광경영학회
• 저자명: 윤세남
• 간행물 정보: 『관광경영연구』제16권 제3호, 237~251쪽, 전체 15쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.09.30

영문 초록

The purpose of this study was to analyze the impact of the way of using performance measurement system(PMS) on the service quality. The way of using PMS was divided into diagnostic and interactive purposes of PMS. Also, the service quality was divided into process and outcome service quality. 292 data were analyzed by statistic package, AMOS version 18.0 for the purpose of this study. Interactive purpose of PMS is likely to influence on the both service qualities, process and outcome quality. Diagnostic purpose of PMS is likely to influence only the outcome service quality. PMS should be carefully monitored by the hotel manager who want to improve service quality to stimulate the PMS. At same time, if the hotel manager want improve process service quality, it is recommended that he/she should consider the interactive not diagnostic purpose of PMS.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 설계

Ⅳ. 자료조사 및 분석결과

Ⅴ. 결과분석 및 시사점

참고문헌

키워드

Performance Measurement PMS(Performance Measurement Systems) Service Quality process service quality