摘要
随着客人需求所发生的巨大变化,我国传统饭店在服务中,逐渐暴露出硬件设施设计配置不尽合理,软件服务层次低等问题。应树立现代饭店的人性化服务理念,以客人需求为中心,突显个性化服务特征,从软硬件建设上体现个性化服务理念,推动饭店业的健康发展。
With the enormous changes of customer demand, traditional Chinese hotels gradually expose quite many problems in service such like backword hardware facilities, irrational resource allocation and low software service, etc. Nevertheless, humanized service concept involves the customer - oriented individuailized features reflected by both software and hardware construction.
出处
《商业研究》
北大核心
2005年第19期174-176,共3页
Commercial Research
关键词
饭店
服务理念
人性化
hotels
service conception
humanisation
