以差距模型和价值曲线评价模型分析饭店服务质量——以广州香格里拉大酒店为例

The Gap Model and Value Curve Evaluation Model of Hotel Service Quality:Taking Shangri-La Guangzhou Hotel as an Example

饭店服务质量的优劣决定着饭店的命运,其不仅要依靠硬件设施,还需要一系列完善的软件服务,同时根据消费者的需求和期望来提供个性化服务。文章以广州香格里拉大酒店为例,运用差距分析模型和价值曲线评价模型来分析其服务质量,对比当今饭店服务质量发展中存在的问题,提出关于如何提高饭店服务质量的建议。

Hotel service quality decides the fate of the hotel, not only depend on the hardware facilities, also need a series of perfect software services, at the same time according to the needs and expectations of customers to provide personalized serviee. The paper takes Shangri-La Guangzhou Hotel as an example, using gap analysis model and value curve evaluation model to analyze the quality of service, in contrast to the problem existing in the development of the hotel service quality, put forward advice about how to improve the quality of hotel service.