摘要
中国饭店的服务可谓是伴随着中国改革开放的进程而发展的,大体经历了招待所服务、标准化服务与个性化服务3个阶段,并与此相应形成了中国饭店服务的理论体系,从而使中国饭店的服务质量达到了国际水平。展望未来,中国饭店的整体服务质量要想达到国际先进水平,就必须特别注重服务的价值导向、人际沟通艺术、服务资源整合和员工快乐工作管理。
The development of Chinese hotel services is said to be accompanied by China＇s reform and opening-up process. It has generally undergone three stages, namely hostel services, standardized services and personalized services, and correspondingly formed a theoretical system of Chinese hotel services, which enables Chinese hotel service quality to meet the international standards. Looking ahead, special attention should be paid to value orientation of service , the art ofinterpersonal communication, integration ofservice resources and how to make the employees happy so as to ensure that the overall service quality of Chinese hotels reaches the international advanced level.
出处
《北京第二外国语学院学报》
2008年第11期9-14,共6页
Journal of Beijing International Studies University
关键词
中国饭店
服务阶段
服务理论
服务展望
Chinese hotel
service stage
service theory
service prospect
