基于服务质量五差距模型的饭店服务质量提升对策

Countermeasures of the Hotel Service Quality Upgrade Based on the Five Service Quality Gap Model

服务质量是饭店生存和发展的生命线。随着饭店供给市场竞争的日益激烈和消费市场的日益成熟,继续提升我国饭店的服务质量已成为行业发展的必然选择。本文在详细阐述饭店服务质量内涵的基础上,从剖析P.Z.B服务质量模型所提出的五个差距产生的原因入手,从反面的角度指出了饭店企业应该从四个方面开展工作:转变管理人员错误观念、建立顾客导向型的全面质量管理体系、强化培训教育、加强沟通管理,以达到消除差距、提升服务质量的目标。

Based on the detailed explanation of hotel service quality, it analyzes the PZB model, proposes the five causes for the gap and points out the work in four aspects： the misconception change of managers, the establishment of a comprehensive customer- oriented quality management system, the strengthening of training and education, and the strengthening of communication management. The aim is to achieve the elimination of the gap, and to enhance the targets of service quality.