|
| 摘要: |
| 笔者简述了目前我国饭店业在服务质量方面存在的主要问题，并以饭店服务质量的唯一衡量标准——客人的满意度为出发点，深入分析饭店服务质量问题的成因，在此基础上提出了控制饭店服务质量问题的相应对策。 |
| 关键词: 饭店业 服务质量管理 中国 技术性质量 服务时效性 顾客期望 服务质量控制系统 顾客满意度 |
| DOI： |
| 分类号:F719.3 |
| 基金项目: |
|
| The cause of the problem of hotel service quality and its control |
|
HU Bo
|
| Abstract: |
| The service quality is the lifeline of the hotel. This text sketches the main problems of hotel service quality that exist in our country at present, and the author holds that the guests' satisfaction is the unique standard of the hotel service quality. On this basis, the cause of the problems of hotel service quality is analvzed and the corresponding measures to control the problems and to raise the Ievel of management are proposed in the paper. Based on this, the author proposes some corresponding ways to control the problems of hotel service quality and raise the Ievel of management in hotel. |
| Key words: hotel,service quality,reason,control |
