对饭店服务质量问题的再认识  

Rethinking about the Service Quality of A Hotel

作　　者：刘艳华[1] 

机构地区：[1]北京联合大学旅游学院,北京100101

出　　处：《旅游学刊》2007年第6期64-68,共5页Tourism Tribune

摘　　要：客人对饭店服务的感知是其评价服务质量的标准。由于一线员工与客人直接接触,很长时间以来,人们在谈到服务质量问题时,往往只强调一线员工的操作质量,最多不过将管理者履行监督职能的质量纳入其中,而事实上,员工只是处于饭店服务产品生产链最末端的人。本文在分析饭店服务质量与客人预期之间差距的基础上,提出了提高企业决策质量、管理质量、执行质量和沟通质量,满足客人服务期待的建议与措施。Guests＇ perception of the service of a hotel is an important criterion to appraise its service quality. As we talk about the service quality,we tend to focus on the frontline staff who offer service to guests directly. Or, at most, we talk about the quality of managers who fulfill the function of supervision. In fact, the staff are at the bottom of the production chain. The paper, based on the analysis of the gap between the service quality of a hotel and guests＇ expectation, puts forward suggestions and measures to raise the quality of decision-making, management, performance and communication so as to satisfy the service expectation of the guests.

关 键 词：服务感知 质量差距 分析模型 决策质量 

分 类 号：F719[经济管理—产业经济]