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
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;
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2015 12th International Conference on
Conference_Location :
Guangzhou
Print_ISBN :
978-1-4799-8327-8
DOI :
10.1109/ICSSSM.2015.7170267
