摘要
服务是酒店管理的核心要素,它直接关系到客人对酒店的整体评价。不过,现有酒店业在服务表现评估中存在诸多问题。为了能够客观地评估和真实地反映酒店总体的服务表现,在已有研究的基础上引入顾客价值理论,提出了基于顾客价值的酒店服务表现评估框架,分别概括为顾客价值要素研究、评估模式研究、调查实施及策略分析4个阶段,对每一阶段都给出了指导性的操作办法,希望借此研究对酒店服务质量管理提供意见参考。
Service performance is an important key to hotel management. It directly affects the guests＇assessment. However, there are many problems existing in measuring hotel service performance at present. In an attempt to objectively assess service perform- ance, this paper puts forward a new framework of measuring service performance by introducing customer value, which includes four stages： research of customer value, research of assessing model, survey, and analysis for tactic. And also it shows the detail of operation toward every stage. The aim of this study is to offer some opinions and guidance for measuring hotel service. It＇s im- portant for any company to practise this framework.
出处
《旅游论坛》
2012年第4期6-10,共5页
Tourism Forum
关键词
顾客价值
服务表现
酒店服务质量
策略分析
customer value
service performance
service quality of hotel
tactic analysis
