酒店业顾客界面期望与界面感知的比较研究

The Comparative Research on the Interface Expectation and Perception of Customers in Hotel Industry

传统的服务质量测量方法忽视服务要素间内部交互对主客外部交互的质量影响,这不利于分析和满足顾客对服务产品的整体性要求。研究从界面期望和界面感知两个角度,并从沟通度、协调度、融合度、协作度等四个结构方向对服务界面的整体性进行测量和分析。这种方法有利于对顾客的体验需求和服务产品的整体质量提供新的分析视角。

The measuring method of traditional service quality neglects the quality influence between the service elements for internal interaction and external interaction between customers and servicers, which is not beneficial to analysis and satisfies the whole need of customer for service. The entirety of service interface is measured and analyzed from the two perspectives of interface expectation and interface perception and from the four structural directions of communication, coordination, harmonization and collaboration. This kind of method is beneficial to provide a new perspective of analysis to the experience need of customer and the whole quality of service product.