基于内部营销的饭店服务质量提升研究  

On Hotel Service Improvement Based on Internal Marketing

作　　者：廖兆光[1] 肖鸾[1] 

机构地区：[1]郧阳师范高等专科学校系旅游与管理系,湖北十堰442000

出　　处：《郧阳师范高等专科学校学报》2013年第4期103-106,共4页Journal of Yunyang Teachers College

摘　　要：服务质量如今已成为饭店业竞争的焦点,但是对于如何提升饭店服务质量,理论界众说纷纭。员工是饭店服务的直接提供者,他们的表现直接决定着饭店的服务质量和顾客的体验质量,因此,引入内部营销的概念,通过开展针对员工的内部营销来提升酒店服务质量,提出制度建议和行为模型。Service quality has been the focus of hotel industry competition, while how to improve hotel service quality arouses many debates among scholars. The staffs arc the direct provider of hotel service, whose performance is closely connected with the service quality and customers＇ experience quality. Internal marketing has been introduced into hotel service quality improvement with relevant system building and behaviour model.

关 键 词：内部营销 服务质量 市场细分 制度保障 

分 类 号：F719.3[经济管理—产业经济]