饭店服务质量缺口模型研究

Research on the Service-Quality Gap Model of Hotel

服务质量缺口模型作为一种服务质量分析工具,普遍适用于一般服务性企业。然而,由于饭店涉及大量一线服务人员与顾客的交互作用,一线服务人员处于饭店服务质量传递过程的核心,因此在将服务质量缺口模型应用于饭店企业时,根据这一特点将一线服务人员引入模型对其进行必要的修正,对饭店服务质量缺口模型的关系路径进行梳理,并在此基础上分析了修正后的饭店服务质量缺口模型的应用。

As an analyzing tool of service quality, service quality gap model is applicable to common service enterprises. Yet as the hotel involves lots of interaction between the front-line emPloyees and the guests, front-line employees play a very important role in the transmission of service quality. For such a reason, this paper amends the service quality gap model, analyzes the relationship path among the gaps, and then analyzes the relationship of hotel, guests and front-line employees. In addition, this paper explains the application of the amended hotel service quality gap model.