The customer contact staffs play an important role in improving and keeping the relationship between customers and service qualities. They promote the product and service of assigned hotel, provide the ideas about the service improvement, solve the problems that the customers face, cause the confidence and serve the promise of assigned hotel with communication.
This paper studied a theoretical inquiry to achieve the aim of this study through the examining of the preceding variables. That is, This paper examined the logicality between a construct of each variable, time control, employer support, performing duties, the function of family and official/family conflicts. Also, the variables that selected from the related matters(documents) is run parallel with the positive study through the method of research. The method of analysis is evaluated an analysis of search factors, verification of confidence, an analysis of questions, an analysis of the relations of the parts and the whole, an analysis of confirming factors. SPSS/WIN 11.0 is used as the method of material analysis. An analysis of confirming factors of each variables and the whole suitability, the study hypothesis of study model are analyzed by the program of covarian structure modeling, LISREL 8.50.
This survey is conducted from May 11th, 2004 to May 30th, 2004. The questions were provided to 5 hotels (each 65 papers, total 325 papers) and were collected 310 papers. The rate of collection is 95% and 297 papers were applied, excepting 13 papers which were judged to be answered in bad faith.
These results conclude that the hotel staffs center on their duties not connecting their personal emotions to work.
This paper has the scientifical values in dealing with the relations of variables that are almost never dealt in the existing studies and has the official contribution in dealing with the significance of service delivery behavior in hotel industry.