| dc.description.abstract | In recent years, due to the increase of national income & the 5-working-day system made by government, and the fulfillment of daily basic needs, people in Taiwan have emphasized more on leisure time. With the prosperous of domestic travel, our people are having more recreation expenses. The demand volume is increasing, so is the quality of recreation. Therefore, the front line service staff of recreation services has to meet customers’ needs and gain their feedback out of their satisfaction while offering services. It is true that the front line service staffs are playing an important role.
Although Taiwan has entered the epoch of service economy, service quality is still a major problem. In all the aspects of service quality, service attitude is emphasized the most. The requirement for service attitude is the most basic thing. Bad service attitude will directly influence customers’ satisfaction, further resulting in enterprise’s unexpected losses. As a result, it is important for enterprises’ to pursue good service attitude. Only better interactions between front line staff and customers can enterprises create and increase customers or consumers’ satisfaction.
Based on this opinion, this research mainly discusses the connection between staff’s acknowledgement of service attitude and their service quality by systematically analyzing service staff’s self-estimate of their acknowledgement of service attitude, and predicts different service quality indexes with the methodology such as statistic and analysis. This research takes the fulltime and part-time staff of W theme amusement park as objects, and conducts this research with questionnaires. There are 84 copies of returned questionnaires and 100% is in effect
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According to the result, evaluating service quality by service attitude only is not able to capture the complete picture of service quality. However, we can realize that the efficient indexes of service quality and of service attitude are very similar. Eventually, this research induces that different service aspect can predict different service indexes. If executives can recruit staffs by the characteristic of good service attitude while establishing their recruit strategy, the staffs certainly will show their best service attitude when offering recreation services. | en_US |