国外酒店服务表现评估模型研究发展综述

服务是酒店管理的核心要素,它直接关系到客人对酒店的整体评价。因此,保证良好的服务质量不仅是酒店行业的生存之道,也是重要的竞争优势和手段。为了能够客观地评估和真实地反映酒店总体的服务表现,并对＂酒店优秀服务表现＂的实质有个清晰的认识,国外学者一直致力于服务表现评估模型的研究。通过对国外相关文献的收集和整理,分析和比较了服务表现的评估模型,并对其研究发展进行了归纳和总结,还重点讨论了这些模型在评估酒店服务表现方面的应用研究成果,希望借此研究综述推动国内对酒店服务表现理论和评估模型的深度探讨。

A Summary of Measuring Hotel Service Model at Abroad

Service performance is an important key of hotel management.It directly impacts on the guests＇ assessment.Therefore,keeping good quality of service performance is not only a hotel＇s survival way,but also a competitive advantage and the foundation of profit and marketing.In an attempt to objectively assess service performance,and a clear picture the nature of ＂the excellent service quality＂ in the hotel industry,researchers at abroad have been committed to the study on the measurement mode of service performance.The objective of this study is to review famous measurement model of service quality in service marketing literature and the application and further development of these measurement models in hotel industry.Furthermore,the research trend of service measurement is discussed.The aim of this study is to lend an impetus of domestic research on the conceptualization and measurement model of service performance in service and hospitality industry.