| 酒店服务质量与顾客满意度研究综述 |
| |
| 引用本文： | 张琳.酒店服务质量与顾客满意度研究综述[J].武汉市经济管理干部学院学报,2011(4):31-34. |
| |
| 作者姓名： | 张琳 |
| |
| 作者单位： | 广西师范大学,广西桂林541004 |
| |
| 摘 要： | 酒店服务质量的高低直接关系到酒店经营效益的好坏,本文综述了酒店服务质量与顾客满意度的相关文献,发现顾客满意度的提高能够大大减少酒店经营成本。本文还探讨了酒店服务和顾客满意度的涵义、测评指标和模型,这对我国酒店业相关研究及酒店的管理实践具有很重要的借鉴意义。
|
| 关 键 词： | 酒店服务质量 顾客满意度 酒店 |
On Study of Hotel Service Quality and Customer Satisfaction |
| |
| ZHANG Lin.On Study of Hotel Service Quality and Customer Satisfaction[J].Journal of Wuhan Economic Administration Cadre's College,2011(4):31-34. |
| |
| Authors: | ZHANG Lin |
| |
| Institution: | ZHANG Lin(Guangxi Normal University,Guilin,Guangxi,541004China) |
| |
| Abstract: | The hotel service quality is directly correlated with hotel management.This paper reviews the relevant documents about hotel service and customer satisfaction,and concludes that customer satisfaction improvement can reduce the cost of hotel operation greatly.It also discusses connotation,measuring index and mode of hotel service and customer satisfaction,which is of great referential significance for hotel industry and hotel management and practice. |
| |
| Keywords: | hotel service quality customer satisfaction hotel |
| 本文献已被 维普 等数据库收录！ |
|
