| 饭店服务质量测量方法研究综述 |
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| 引用本文： | 王文君,高林. 饭店服务质量测量方法研究综述[J]. 旅游学刊, 2008, 23(3): 90-96 |
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| 作者姓名： | 王文君 高林 |
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| 作者单位： | 1. 南开大学商学院,天津,300314;天津商业大学旅游系,天津,300314
2. 天津商业大学旅游系,天津,300314 |
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| 摘 要： | 提高服务质量是饭店企业区别于竞争对手,获得相对竞争优势的重要手段.要改善服务质量,首先需要有效和实用的测量方法对服务质量进行可靠和准确的测量.本文对服务质量的测量方法进行了综述,分析它们在饭店业中的应用现状及问题,同时阐述了饭店服务质量测量的新趋势.
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| 关 键 词： | 饭店 服务质量 测量方法 |
| 文章编号： | 1002-5006(2008)03-0090-07 |
| 修稿时间： | 2007-10-10 |
A Study Review about Measurement of Hotel Service Quality |
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| WANG Wen-jun,GAO Lin. A Study Review about Measurement of Hotel Service Quality[J]. Tourism Tribune, 2008, 23(3): 90-96 |
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| Authors: | WANG Wen-jun GAO Lin |
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| Affiliation: | WANG Wen-jun~ 1,2,GAO Lin~2(1.Nan Kai University,Tianjin 300314,China,2.Tianjin University of Commerce,China) |
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| Abstract: | Improving service quality is an important means to differentiate competitors and gain comparatively competitive advantages in a hotel. Improving service quality calls for an effective and practical measuring method to measure service quality reliably and accurately. The paper systematically focuses on popular methods of measuring service quality and analyzes their application in hospitality industry as well as existing problems. Meanwhile it elaborates the new trend of service quality measurement in hotels. |
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| Keywords: | hotel service quality measuring method |
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