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http://dx.doi.org/10.5762/KAIS.2014.15.11.6604

Education-Training Program for Hotel Employees by Importance Performance Analysis  

Park, Jae-Wan (Dept. of Hospitality Management, Namseoul University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.15, no.11, 2014 , pp. 6604-6612 More about this Journal
Abstract
The purpose of this study was to provide basic knowledge and a proper education-training program for hotel enterprises. The results are as follows. First, an education-training program was focused on five factors. Service quality, Job, Organization culture, Self improvement, and Language. Second, the Importance Performance Analysis Result show that Keep the Good Work variables are the Customer reception, Food hygiene, Hygienic management, Cooking, First aid, Self development, and Communication. Possible excesses include Customer satisfaction, Business vision, Brand, Prevention of sexual harassment, Multiple cultures. Finally, an education training program should focus mainly on 'Manner', 'Table manner', 'Personal hygiene' and 'Chinese'.
Keywords
Hotel Business; Education Training Program; IPA(Importance Performance Analysis);
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