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基于内部营销的饭店服务质量提升研究

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摘要 服务质量如今已成为饭店业竞争的焦点,但是对于如何提升饭店服务质量,理论界众说纷纭。员工是饭店服务的直接提供者,他们的表现直接决定着饭店的服务质量和顾客的体验质量,因此,引入了内部营销的概念,阐述了如何通过开展针对员工的内部营销来提升酒店服务质量,并提出了制度建议和行为模型。
作者 肖鸾 廖兆光
出处 《现代商贸工业》 2013年第17期72-73,共2页 Modern Business Trade Industry
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