饭店服务补救对顾客忠诚的影响

Influence of Hotel Service Remedy on Customer's Loyalty

顾客忠诚是饭店竞争力重要的决定因素之一,也是其长期稳定利润最重要的来源。饭店产品所具有的无形性、不可储存性、不可移动性以及生产消费同步性等特点决定了饭店在提供服务的过程中,失误在所难免。当前,饭店服务补救理论已经成为国内外学术界和业界研究的一项重要课题。正确认识传统服务补救系统存在的问题和不足,建立有效的服务补救体系对于提升饭店服务质量,确立良性客户关系,强化顾客忠诚度,防止顾客流失,意义重大。

Customer＇s loyalty is one of the key factors that determines the competiveness of a hotel, as well as one important source of its long - term and stable profits. The service fault of a hotel can not be easily avoided ow- ing to its intangibility, immovability, impossibility of being stored, and synchronism of production and consump- tion. At present, the theory of hotel service remedy has become a key topic to be studied in China and abroad. Therefore, it will be significant to figure out the problems and the shortcomings of the traditional service remedy sys- tem, and set up an effective system in order to promote the service quality of a hotel, establish a better relationship with customers, strengthen their loyalty, and prevent the loss of customers.