旅游企业服务质量控制探讨

A probe into the quality control of tourism service

旅游企业服务质量的优劣,最终的评判者是顾客。服务质量实质上是顾客认知到了的服务质量, 而并非其客观性质。本文从顾客感知服务质量的角度出发,论述服务质量的内涵以及服务质量的控制。

The final judges of the tourism service quality are the customers. The essence of the service quality is the acknowledged quality by the customers, but not its objective nature. This article tries to interpret the concept of the service quality and make research into its quality control.