摘要
服务质量是顾客满意的前置因素,满意的顾客才有可能成为忠诚的顾客,为企业带来持续的效益,因此服务质量的提高是实现顾客忠诚的源头。综述并分析国外服务质量、酒店服务质量的相关概念、模型和测量指标,可对国内该领域的相关研究和饭店业的管理实践提供借鉴。
Service quality is the premise of the customers' satisfaction,satisfying customers tends to become loyal ones,who may bring continuous benefits to the enterprises.Therefore,the improvement of service quality is the source to attract more loyal customers.References can be drawn by the relevant studies and hotel administration in China if we summarize and analyze the concerning concepts,mode and measuring index of foreign service quality and hotel service quality.
出处
《河南社会科学》
CSSCI
北大核心
2009年第5期49-52,共4页
Henan Social Sciences
基金
天津市哲学社会科学研究规划课题(TJGL07-048)
关键词
国外酒店
服务质量
测评
综述
hotel,apperceiving quality,SERVQUAL,SERVPERF,function and technique quality
