NSIA国际酒店管理学院

NSIA国际酒店管理学院：企业招聘和选拔员工的“外观良好”的企业案例

这包括产生或抑制情绪的具体种类。因此，可以说，在提供优质服务，服务供应商的个人属性是一个主要方面。在由Parasuraman等人进行了开创性的工作。在1985，它认识到的意义的服务人员的点。他们提出的SERVQUAL模型确定了情绪劳动，在模型中表现为理想的功能像礼貌，反应能力，熟悉或了解客户作为一个非常重要的特征作为模型是基于客户感知的服务接触。因此，服务供应商的个人属性，如良好的外观和他们说话的方式也进入光，因此雇主更喜欢有这些功能的工人（格拉斯哥旅游开发组，2002）。另一方面，主要是通过这种模式是“有形资产”，这意味着员工的表现。该模型既考虑了物质的人员和环境。因此，可以说，外观和一线工人的态度是非常重要的（泰勒，2000）。此外，在这种方式中，客户能够看到礼貌，得体，善解人意、乐于助人的工作人员在绘制质量服务方面发挥着主要作用。

NSIA国际酒店管理学院：企业招聘和选拔员工的“外观良好”的企业案例

This includes engendering or suppression of specific kinds of emotions. Thus, it could be said that in the provision of quality service, the personal attributes of the service providers are a chief aspect. In the seminal work conducted by Parasuraman et al. in 1985, it recognized the point about the significance of the service personnel. The SERVQUAL model presented by them identifies emotional labour, shown in the model as desirable features like courtesy, responsiveness, knowing or understanding the customer as a very crucial feature as the model was based on the perception of the customer regarding the service encounter. Hence, the personal attributes of the service provider like good looks and the way they speak also come into light and thus the employer prefer workers who possess these features (Glasgow Tourism Development Group, 2002). Another aspect which was focused by this model was the “tangibles” which means the appearances of the employee. The model takes into account both the physicality of the personnel and also of the environment. Hence, it could be said that the appearance and the demeanour of the front-line workers is very significant (Taylor, 2000). Moreover, in this manner the customers are able to see courteous, well-presented, empathetic and helpful staff as playing a chief role in rendering quality service.