DocumentCode
727701
Title
Satisfying customer-contact employees in the Chinese leisure industry
Author
Hua Yang ; Fengzhen Xiao ; Peng Chen
Author_Institution
Bus. Sch., Guangzhou Univ., Guangzhou, China
fYear
2015
fDate
22-24 June 2015
Firstpage
1
Lastpage
5
Abstract
The paper is to explore how to satisfy customer-contact employees when they encounter their managers in the Chinese leisure industry. Adopted a qualitative approach, based on a case study of the Chinese golf industry, the research indicates internal service quality is constructed by nine dimensions in the four service situations, and develops a model of internal service quality construct during internal service encounters.
Keywords
customer relationship management; leisure industry; personnel; Chinese golf industry; Chinese leisure industry; customer-contact employees; internal service quality; Business; Context; Industries; Interviews; Reliability; Security; Training; Customer-contact Employee; Internal Service Encounter; Internal Service Quality;
fLanguage
English
Publisher
ieee
Conference_Titel
Service Systems and Service Management (ICSSSM), 2015 12th International Conference on
Conference_Location
Guangzhou
Print_ISBN
978-1-4799-8327-8
Type
conf
DOI
10.1109/ICSSSM.2015.7170267
Filename
7170267
Link To Document