海底捞服务质量差距及弥合对策分析  

Analysis of Service Quality Gap and Bridging Countermeasures in Haidilao

作　　者：陈明明 秦浩 CHEN Mingming;QIN Hao(Hainan Tropical Ocean University,572000,Hainan,Sanya,China)

机构地区：[1]海南热带海洋学院,海南三亚572000

出　　处：《特区经济》2024年第5期101-104,共4页Special Zone Economy

摘　　要：本研究旨在探讨基于服务质量差距的海底捞弥合对策。本研究通过整理海底捞的服务质量现状,发现服务质量差距。基于服务质量理论和实践,提出了一系列弥合对策,旨在改善海底捞的服务质量,提升顾客满意度和品牌形象。这些对策包括改进员工培训与管理、优化服务流程和技术、建立差异化竞争优势等。本研究的结果为海底捞或其他类似行业的企业提供了有价值的参考,以期促进该类企业服务质量的改进和业绩的提升。This study aims to explore the bridging countermeasures of Haidilao based on service quality gap.This study discovers the service quality gap by organizing the current situation of Haidilao’s service quality.Based on service quality theory and practice,a series of bridging countermeasures are proposed,aiming to improve Haidilao’s service quality and enhance customer satisfaction and brand image.These coun-termeasures include improving employee training and management,optimizing service processes and technolo-gies,and establishing differentiated competitive advantages.The results of this study provide valuable references for Haidilao or other companies in similar industries to promote service quality improvement and performance enhancement.

关 键 词：服务质量差距 弥合差距对策 海底捞 

分 类 号：F27[经济管理—企业管理]