摘要
在强调"顾客至上"的饭店企业,服务质量的经济性分析应从企业和顾客两个角度进行,以达到两者的相对均衡,确保企业和顾客双赢,实现服务质量经济性分析的有效性。
In hotel enterprises, which insist ＂costumer first＂, economic analysis of service quality should be discussed from the both the perspective of customer and the perspective of enterprise to achieve the relative balance between the two, to ensure a win-wln situation, and to achieve the effectiveness of economic analysis of service quality.
关键词
饭店服务质量
经济性分析
顾客角度
企业角度
service quality of hotel
economic analysis
the perspective of customer
the perspective of enterprise
