饭店服务质量测量方法研究综述  

A Study Review about Measurement of Hotel Service Quality

作　　者：王文君[1] 高林[2] 

机构地区：[1]南开大学商学院,天津300314 [2]天津商业大学旅游系,天津300314

出　　处：《旅游学刊》2008年第3期90-96,共7页Tourism Tribune

摘　　要：提高服务质量是饭店企业区别于竞争对手,获得相对竞争优势的重要手段。要改善服务质量,首先需要有效和实用的测量方法对服务质量进行可靠和准确的测量。本文对服务质量的测量方法进行了综述,分析它们在饭店业中的应用现状及问题,同时阐述了饭店服务质量测量的新趋势。Improving service quality is an important means to differentiate competitors and gain comparatively competitive advantages in a hotel. Improving service quality calls for an effective and practical measuring method to measure service quality reliably and accurately. The paper systematically focuses on popular methods of measuring service quality and analyzes their application in hospitality industry as well as existing problems. Meanwhile it elaborates the new trend of service quality measurement in hotels.

关 键 词：饭店 服务质量 测量方法 

分 类 号：F719[经济管理—产业经济]