Among recent management innovation activities of hotel, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The hotel's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, emotional commitment and continued commitment and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors corporeality, responsiveness and assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the hotel to increase customer satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

This study used the methods of decision tree analysis, association rule analysis, and Kano’s model to explore the behavior patterns of mainland China tourists staying at the international tourist hotels in Taiwan. To this end, the data of their demographics, travel variables, overall satisfaction with the lodging experience, different service quality perceptions, and loyalty intentions were included. The decision tree analysis showed that a tourist’s overall satisfaction with the lodging experience, satisfaction with the quality of core intangible services, and certain demographic characteristics are three important determinants of tourist loyalty towards the hotels. In terms of the effect of demographics, the customers’ monthly income and length of stay at the hotel are two main determinants in this study. In addition, if the customer perceptions of different parts of hotel service quality are taken into account, among the five hotel service quality domains, core intangible services from the receptionist, housekeeping personnel, and food & beverage personnel are found to be important influences on hotel customer loyalty intention. In other words, high quality intangible services are important for luxury hotels to demonstrate their unique ability to help customers experience the service quality that creates loyalty intentions. With regard to the association rule analysis, the results showed that core intangible service aspects from the receptionist, housekeeping personnel, and food & beverage personnel are strongly associated with customer loyalty intentions, as are the tangible aspects of the reception and hotel room facilities. The former indicated that reception in the hotel lobby could be considered one of the most important servicescapes because of its impact in forming many of the first impressions of hotel guests, while the latter is treated as core offerings in hotels that would be encountered by most hotel customers. If the tourists are mainly from package tours, the intangible services and tangible facilities of these areas are the important areas to create customer satisfaction. However, if the tourists are mainly independent tourists because they have more time and free choice to stay at the hotel longer than the package tour tourists, the intangible services and tangible facilities of the entertainment or business centers would be even more important to these tourists than to the package tour tourists. With regard to Kano’s model analysis, the results showed that, based on mainland China tourists’ perceptions, most of the service elements fit into the category of one-dimensional quality attributes. This means that these service elements are positively and linearly related to customer satisfaction, and the greater fulfillment of the attribute results in a greater degree of satisfaction. This also means that hotels should make more effort to innovate their intangible services and tangible facilities to create business advantages in the market.

This study was conducted to investigate the effects of 6 Sigma on menu management, work commitment and quality in the culinary division of hotels and family restaurants. In addition, this study sought to identify the effects of menu management, work commitment and quality performance on customer satisfaction. Furthermore the relationship between menu management and culinary quality was evaluated here. The subjects evaluated in this study were employees of culinary division of hotels and family restaurants that implemented or were about to adopt the 6 Sigma program. A total of 385 questionnaires were analyzed using factor analysis, a reliability test, and covariance structural analysis. The results revealed that the 6 Sigma program influenced menu management, work commitment and culinary quality. Moreover, menu management, work commitment and culinary quality performance were found to impact customer satisfaction and culinary quality performance. Based on these findings, culinary divisions of hotels and family restaurants should incorporate the 6 Sigma program as soon as possible. To implement this program, faultless data for the 6 Sigma program should be collected using sufficient preparation procedures. After the data were collected, a task force team should be developed, experts should be cultivated and employees should be trained as necessary. Finally, the current level of product and services should be measured and reported to all employees in the culinary division and a challenge spirit should be brought with understanding for the reason for implementation of the 6 Sigma program. In implementing the 6 Sigma program, the leadership of the top manager and the head of the culinary division is very important.

Since IMF system was introduced once, downsizing has been usual phenomenon in business sphere. Downsizing influences the unemployed, and also the survivors such as in job stress, communication bias, lower organizational commitment and so on. This paper reviewed the relationship between organizational commitment and service quality, and the moderating effect of sex in hotel. Based on the responses from 494 hotel employees, the results of multiple regressional analysis showed that affective OC and normative OC have affirmative effects on service quality. The results of moderating analysis showed that continuance OC has an affirmative interactive-effect on responsiveness, assurance, and empathy with gender, and affective OC an negative interactive-effect on assurance.

EWMA관리도는 SPC 기술 중 가피원인을 탐지하는 기술이 최근품질특성에 가중치가 주어져 미래를 예측하는 능력이 우수하다. EWMA관리도와 EPC의 통합은 연속공정산업에서 성공적으로 사용되고 있다고 널리 인식되어 있다. 그러나, 이산적인 부품 제조공정의 탐지와 연속 생산공정 산업과 그중에서도 제조공정 산업에서의 이들 기법을 적용하기 위해서는 샘플링비율, 고장감지, 실시간 보정과 공정통제에 관한 연구가 필요하다. 본 연구에서는 SPC와 EPC의 차이를 비교분석하고, 제조공정 산업에서 EWMA와 EPC를 성공적으로 통합하여 제품품질특성에 적용하여 변동을 감소시키는 사례연구를 제시하고자 한다.

Whenever a disaster occurs, people emphasizes that "Safety management is most important thing in the company". However, a situation of safety management is not changed dramatically after accidents in the past. Many small-and-medium sized industries neglect the importance of safety management. Current situation can be easily figured out when looks up an occurrence rate of accident, accident frequency rate and intensity rate. This paper investigated what workers of hotel-related industries think of a safety and types of accidents, effect of a safety education. On-site-survey was conducted for actual workers in four deluxe hotels and one condominium. 207 persons out of 400 people were replied. Statistical analysis was performed with SAS package about their reply. In injured type, cut from knife was most frequent. Main cause of accident was a unsafe posture and a unsafe behavior, so more safety education for these workers are necessary. In a physical pain which related with job, chronical pain was most dominant. As a result, a safety education has a high correlation with an experience of injured and treatment of safety, Cooking department has highest occurrence of accident than any other departments. Workers with an experience of five to ten years have most lowest treatment of safety, aid of safety education, safety feeling of their working environment, so peer attention must be put on these people to reduce accidents.accidents.

This study aims to improve knowledge of consumers’ decision-making by testing a conceptual model that considers the hotel’s service quality and service value toward customers’ behavioral intentions using a mediator, which is the role of consumers’ satisfaction. The object of this research is five-star hotels, which has become a significant segment of the general hotel industry and is undergoing rapid expansion. This research is a quantitative research using questionnaire as the sampling method answered by people who have stayed at five-star hotels before. The total of 150 valid respondents were used in this study. The collected data was processed by a statistical tool software, Partial Least Square (PLS). The major findings of this research showed that the relations between service quality and service value of five-star hotels do not have significant positive impact on consumers’ behavioral intention, nonetheless the mediation analysis shows that customers’ satisfaction partially mediates service quality and service value with consumers’ behavioral intentions to stay. It means that in this case, consumers’ satisfaction has an important role to mediate service value quality and service value. As a result, the study shows that four out of six hypotheses are supported. A couple of recommendations are suggested for further research.

The growth of Bandung’s tourism industry has had a massive impact on the hotel sector. Most tourists visiting Bandung are domestic tourists and tend to be modest spenders fitting the profile of a mid-market (2/3 star) hotel guest. As competition has increased mid-market hotels have come under pressure from upmarket (4/5 star) and budget hotels committed to cutting prices. There is also competition with the midmarket hotel sector, which means that the 2/3 star hotels have to keep innovating in order to remain competitive. This study uses the Service Quality framework to describe customer expectations and identify gaps in hotel services. A questionnaire survey of 105 local tourists who had stayed in 2/3 star hotels in Bandung showed that the most important dimension is responsiveness, following by reliability, assurance, tangibles and empathy. Thus we conclude that local tourists’ primary expectations are that hotels will deliver the service they have promised, be responsive to guests’ needs and comply with service standards. Furthermore, these findings validate the earlier prediction that comparing 2/3 star hotel with 5/4 start hotel, the customers are having preliminary knowledge on facilities limitation and friendliness. Tourists using 2/3 star hotels tend to be prepared to accept limited facilities and less friendly staff service.