A Study On The Impact Of Customer Orientation And Internal Service Qualiy On Service Orientation In Hotel Industry

For hotels,Service quality is the key to survival in the fierce matket competition.High quality internal service is the precondition for the service staff to provide high quality and high satisfaction service.In addition,managers are far away from the service scene,and service oriented organizational climate can replace the managers' service behavior to a certain extent.At the same time,pay attention to the quality of service management personnel authorized to take leadership style,inside the organization or department to build strong leadership authorized atmosphere and service atmosphere,motivate employee performance service oriented behavior.The performance of service oriented behavior is an indispensable behavior in the working scene of the hotel's front-line service staff.In this study,the author adopts multilevel theory to explore directly or indirectly influence of management commitment to service qualiy,empowering leadership climate and service climate on internal service quality and service orientation behavior,as well as the moderating effect of empowerment leadership climate and service climate on the relationship between the internal service quality and service orientation behavior.The author collect 86 management questionaires and 558 employee questionnaires from 24 hotels in Quanzhou,Beijing,Hangzhou,Zhejiang,Qingdao and so on by giving out questionaires.The results show that management commitment to service quality can help build empowerment leadership climate and service climate,motivate employee to perform service orientation behavior,improve internal service quality.Empowerment leadership climate helps build department service climate,imorove internal service quality,and even strengthen the effect of management commitment to service qulity on service oriented behavior.Service climate could be influence on internal servce quality and service orientation behaviors,intermediary the effect of management commitment to service quality and empowerment leadership climate on service oriented behaviors,and even strength between internal service qulity and service oriented behaviors.And internal service quality have a significant positive effect on the servce orientation behavior.According to the date analysis results,the author think that the middle manager should enhance their consciousness of customer orientation,take action related customer orientation,and perform empowering leadership style,build empowerment leadership climate and service quality,pay more attention on internal service,in order to arouse the enthusiasm of the employee'work,encourage them to conscioutsly and actively provide customers with quality service,improve economic benefits.