基于顾客评价的饭店服务质量体系构建与服务提升研究  

The Hotel on Building Quality System and Service Improvement Based on Customer Evaluation

作　　者：廖兆光[1] 

机构地区：[1]郧阳师范高等专科学校旅游与管理系,湖北十堰442000

出　　处：《郧阳师范高等专科学校学报》2015年第4期112-115,共4页Journal of Yunyang Teachers College

摘　　要：顾客参与了饭店服务的生产和消费过程,顾客管理是饭店服务质量管理的重要内容。基于顾客评价视角,通过服务消费过程尝试探讨饭店服务质量内涵,分析顾客评价服务质量的过程和标准,阐述贯彻顾客管理理念、加强顾客期望管理、改善服务接触方式、加强饭店内部营销是提升饭店服务质量的有效措施。It is an important aspect of hotel service quality management about customer,because of the customer involves the production and consumption process of hotel service.In this paper,based on the customer evaluation perspective,it defines the hotel service quality content,analysis of the customer process and evaluate the quality of service standards,the effective measures of enhancing the hotel service quality is to set up the customer management idea,strengthen customer expectation management,improve the way of providing,strengthen the service contact hotel internal marketing is an effective measure to improve the hotel service quality.

关 键 词：顾客评价 服务质量 顾客管理 内部营销 

分 类 号：F274[经济管理—企业管理] F719[经济管理—国民经济]