Study On Internal Service Recovery In Hospitality Industry

Hospitality industry is one of the most important components in service industry.These years with the sharply development of hospitality industry in China,the situation of dissatisfied service quality and management seems not to be better accordingly.Service failure is not avoid in the course of service activity,how to carry on service recovery effectively,and gain customers' satisfaction,seems to be more important in the severe marketing competition. Therefore,service recovery is to be an important issue in the field of service quality.However,at present the majority studies on service recovery are start from the customer prospect,discussing the service recovery how to effect customer satisfaction and customer loyalty.But overlook another significant variable,namely internal customer-employee.The thesis precisely from this prospect,on the basis of reviewing related theoretic literature of internal marketing,internal service recovery and so on,combining the study of the characteristics of hotel industry in China,the thesis puts forward a theoretic model of internal service recovery's strategy and three hypotheses.The analysis mainly focuses on the supervisor and employee,researches the connection of the different recovery strategy and internal recovery effect.According to demonstration study,the thesis carries out various kinds of SPSS analyses, which are descriptive analysis,correlation analyses factor analysis.And through the classifying of theories and statistic analysis,it results in a practical quantitative conclusion,which offers the theoretical and empirical reference for hotel industry in internal service recovery field.The results can be summarized as follows:1.From the swatch we investigate,feedback,authorization,instruct and inspirit have the direct correlation with employee's recovery perceptive,have such influence on employee's behavior.2.From the employee prospect,authorization and feedback play an important role.3.From the administrative prospect,implements internal recovery strategy incline to adopt inspirit and supervise,the correlation with authorization and feedback seems to be low.