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Do Happy Employees Really Mean Happy Customers?: Or Is There More to the Equation?

kaiwu 添加于 2010-10-30 14:03 | 1247 次阅读 | 0 个评论

作者
Garlick R
摘要
The long-established perception that happy employees are necessary for happy customers certainly holds true in the hospitality industry. However, simply making employees happy is not sufficient to ensure the best possible customer experience. Instead, managers must go beyond employee attitudes and work toward making all associates feel that they are members of a team, well trained, and given appropriate tools and policies to provide the best possible customer service. Managers must form and lead this team of well-trained employees, making clear that every person’s effort is essential to the operation’s success.
详细资料
- 文献种类: Journal Article
- 期刊名称: Cornell Hospitality Quarterly
- 期卷页: 2010年第51卷第3期 304-307页
- 日期: 2010
学科领域人文社科 » 旅游学
标签

Cornell_hospitality_quarterly
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