Exploratory on the Relationship between the Service Tip and Service Quality in Chinese Context

被引：0

作者：

Xu Xian-ying ^{[1
]}

Wang Shu ^{[1
]}

Chen Xiao-lin ^{[1
]}

机构：

[1] Shenyang Inst Aeronaut Engn, Shenyang 110136, Peoples R China

来源：

LEMLID: 2008 NORTHEAST ASIA LOGISTICS ENGINEERING AND MODERN LOGISTICS INDUSTRY DEVELOPMENT, PROCEEDINGS | 2008年

关键词：

service tip; service quality; multiple regression analysis;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

For some service industry in western country, such as American, managers rely upon lips to: (a) motivate servers to deliver good service, (b) measure server performance, and (c) identify dissatisfied customers. All of these uses of tips assume that they are strongly related to customers' perceptions of service quality. We will empirical study this assumes in Chinese context.

引用

页码：187 / 191

页数：5

共 7 条

[1] BENDEWALD, 2003, INT J HOSP MANAG, V22, P307
[2] An economic approach to tips and service quality:: Results of a survey
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Gibson, WA
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Bodvarsson, ÖB
Gibson, WA
[J]. SOCIAL SCIENCE JOURNAL, 2002, 39 (03) : 471 - 476
[4] Lynn M., 2001, International Journal of Hospitality Management, V20, P299, DOI 10.1016/S0278-4319(01)00012-3
[5] LYNN M, 2001, CORNELL HOTEL RE FEB, P14
[6] LYNN M, 2003, CORNELL HOTEL REST A, V10, P139
[7] Lynn M., 2000, J. Socio-Econ., V29, P203, DOI [DOI 10.1016/S1053-5357(00)00062-7, 10.1016/S1053-5357(00)00062-7]

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