“神秘顾客”访查法在饭店服务管理中的应用研究——以洛阳市星级饭店为例  

作　　者：高伟洁[1] 

机构地区：[1]郑州大学旅游管理学院

出　　处：《企业经济》2011年第9期32-35,共4页Enterprise Economy

基　　金：河南省教育厅自然科学研究计划项目"河南旅游产业链发展研究"(批准号:200910459)

摘　　要："神秘顾客"访查法是饭店星级评定的重要工作方法之一,也是饭店服务诊断评估及服务管理的有效工具。但是,在实践中,此方法的成熟度及有效性还有待提高。本文认为:神秘顾客访查标准制定必须面向业界实际,与时俱进;选择"神秘顾客"时应避免"熟人关系",确保访查结果的公正客观;针对访查中存在的问题,饭店应建立深层整改机制,避免简单化处理,同时,注重内部沟通,改善饭店管理环境,为神秘顾客访查法的有效运用创造有利的环境条件。The method of mysterious customer investigation is one of important operation methods in hotel star rating assessment,and is also a useful means for the diagnosis and assessment of hotel service,and service management.However, the mature and effectiveness of the method practically need to be improved.This paper believes that the standards of mysterious customer investigation must face reality,and advance with the times.Acquaintances must be avoided to ensure the objective and fair results of investigation.In response to the existing problems of investigation,the hotels should establish the mechanism of rectifying and reform to avoid simple handling.Meanwhile,the hotels should pay much attention to internal communication,and improve hotel management environment so as to create favorable environment for the effective application of method of mysterious customer investigation.

关 键 词：神秘顾客 饭店服务管理 应用 

分 类 号：F287.4[经济管理—国民经济]