顾客对酒店产品质量的评价研究

The Evaluation of the Quality of Hotel Products by Customers

顾客对酒店的服务质量主要从技术性质量和功能性质量两类属性去感受。影响顾客对酒店产品质量评估的因素包括企业的市场形象、设备的技术含量和酒店员工的优质服务。顾客对服务质量的评估标准除可靠、敏感、可信、移情、有形的证据五类属性外,补救性措施也是一个重要的属性。沟通是酒店服务质量的展示,新的服务模式应克服现有服务模式中店客沟通不足的共性缺陷,实事求是地进行宣传,提供高质量的服务产品,以满足顾客对服务质量的需求。

Customers usually assess the service quality of a hotel from two aspects, the technical quality and functional quality. Customer evaluation factors of a hotel product include the market image efthe enterprise, technical content of the facilities and service quality of the staff. Remedial measure is another important evaluation standard in addition to the five standard attributes： reliability, sensitivity, credibility, empathy and physical evidence. As communication is the display of a hotel＇s service quality, a new service mode shall overcome the common defects of insufficient communication in the existing service mode, advertise in accordance with the facts and provide high quality service products to meet customers＇ demand.