Typological Analysis on Jaycustomer Behavior Perceived by Hotel Employees: Focusing on Q-Methodological Approach

Abstract

Purpose - This research examined the types of subjective perceptions that hotel employees have regarding jaycustomer behavior by using Q-methodology. Design/Methodology/Approach - 27 Q-statements were extracted from in-depth interviews with staffs working in five-star hotels as well as prior research. In addition, 30 hotel employees were selected as the P-sample and they carried out Q-sorting. The classified data were then analyzed using the Ken-Q analysis program. Findings - The results showed that the types of perceptions were divided into three types: