近年来国内外饭店服务研究述评

Literature review about research methods in hotel service at home and abroad

国内外饭店业发展背景不同,导致饭店服务的研究内容及方法的侧重点不同。通过文献梳理和比较分析,我们从饭店服务对象、服务质量、服务人员、服务营销以及服务生产率等方面比较国内外饭店服务研究的异同点,认为国内饭店服务研究应在完善研究方法的基础上深化研究内容:从多学科的角度,运用定性与定量相结合的方法,在参考国外研究成果的基础上,结合我国饭店服务的发展实际情况,加强饭店服务研究的深度和广度。

As the development backgrounds of hotel industry at home and abroad are different, it makes hotel services form and content different, and leads to the different research methodology and study on hotel service. This article analyzes the similarities and differences of research methods through comparative analysis from the aspects of objects of service, service quality, service supplier, service marketing and service productivity in order to help to have a comprehensive study on hotel services and its methods in depth and width.