CAJ | 학술논문

20世纪40年代以来,神秘顾客调查法在各行各业得到广泛的运用,并成为酒店行业提高服务质量的重要方法之一,但却少有学者对此进行研究。本文通过对酒店行业内相关人员的问卷调查和深度访谈获取第一手资料,从应用现状、应用价值和员工感知3个角度进行分析。结果显示,神秘顾客调查法虽然在酒店得到普遍应用,但其成熟度还有待提高;其在酒店管理中具有明确的应用价值,如突出的针对性、以顾客为导向的文化价值等;神秘顾客调查法本身在酒店管理中具有良好的适宜性,但为突出其效果,还需进一步改善酒店管理环境。最后,本文对后续研究进行了展望,提出了值得进一步思考和分析的问题。
20세기40년대이래,신비고객조사법재각행각업득도엄범적운용,병성위주점행업제고복무질량적중요방법지일,단각소유학자대차진행연구。본문통과대주점행업내상관인원적문권조사화심도방담획취제일수자료,종응용현상、응용개치화원공감지3개각도진행분석。결과현시,신비고객조사법수연재주점득도보편응용,단기성숙도환유대제고;기재주점관리중구유명학적응용개치,여돌출적침대성、이고객위도향적문화개치등;신비고객조사법본신재주점관리중구유량호적괄의성,단위돌출기효과,환수진일보개선주점관리배경。최후,본문대후속연구진행료전망,제출료치득진일보사고화분석적문제。
Mysterious customers survey has been widely used in all walks of life and has become one of the important ways to improve service quality in hospitality industry since the 1940s,but few studies are made by scholars.The paper,after obtaining first-hand data collected from staff’s questionnaire survey and in-depth interview,makes an analysis of the status quo of application,applied value and staff perception.The results show that although mysterious customers survey has been widely used in the hotels,its maturity degree is yet to be improved.The survey is of explicit applied value in hotel management,such as customer-oriented value.The survey itself is of excellent adaptability in hotel management,but management environment is yet to be further improved for better results.Finally,the paper makes prospect for its subsequent studies and offers some problems worthy of further pondering and analysis.