基于差距模型的饭店服务质量研究被引量：14

A Study on Hotel Service Quality Based on the Gap Model

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摘要差距分析是一种服务质量的分析方法,本文在综合前人研究成果的基础上提出一个饭店服务质量综合差距模型,并以此模型为基础提出了11个研究假设。结合问卷调查所获数据,本文对该差距模型进行了实证研究。实证研究结果发现了饭店服务提供过程中存在的一些问题,并以此为基础提出了改善和提高饭店服务质量的几点建议。 Gap analysis is a kind of method for service quality measurement. The paper, based on the study results of predecessors, puts forward a comprehensive gap model of hotel service quality and brings forward 11 study hypotheses based on the model. Data are obtained through questionnaire survey. The paper makes an empirical study of this gap model. The study result finds out some problems during the provision of hotel service. Finally several suggestions to improve and enhance hotel service quality are offered.

作者王文君韩德昌高林

机构地区南开大学商学院天津商业大学酒店管理系

出处《旅游学刊》 CSSCI 北大核心 2008年第11期19-26,共8页 Tourism Tribune

基金天津市教委科研专项课题《天津市国际化旅游发展战略研究》(编号2006ZH93)的阶段性研究成果之一

关键词饭店服务质量差距模型建议对策 hotel service quality gap model suggestion

分类号 F719 [经济管理—产业经济] F224 [经济管理—国民经济]

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