饭店服务质量缺口模型研究

服务质量缺口模型作为一种服务质量分析工具，普遍适用于一般服务性企业。然而，由于饭店涉及大量一线服务人员与顾客的交互作用，一线服务人员处于饭店服务质量传递过程的核心，因此在将服务质量缺口模型应用于饭店企业时，根据这一特点将一线服务人员引入模型对其进行必要的修正，对饭店服务质量缺口模型的关系路径进行梳理，并在此基础上分析了修正后的饭店服务质量缺口模型的应用。

Research on the Service-Quality Gap Model of Hotel

As an analyzing tool of service quality, service quality gap model is applicable to common service enterprises. Yet as the hotel involves lots of interaction between the front-line emPloyees and the guests, front-line employees play a very important role in the transmission of service quality. For such a reason, this paper amends the service quality gap model, analyzes the relationship path among the gaps, and then analyzes the relationship of hotel, guests and front-line employees. In addition, this paper explains the application of the amended hotel service quality gap model.