摘要
服务质量是酒店的生命线,直接影响顾客的购买决策和消费体验。本文首先介绍服务的特征,然后从评价服务质量的五维度出发,具体分析可靠性、响应性、保证性、移情性和有形性,并从五个方面阐述了提升酒店服务质量的对策。
The service quality is the lifeline of hotel,which will influence customers'purchasing decisions and consumption experience directly.This article firstly introduced the features of the service,then from the five dimensions of evaluating service quality,concretely analyzed the reliability,responsiveness,assurance,empathy,tangibles.And this article also expounded the measures in improving hotel service quality from five aspects.
作者
马柯
MA Ke(School of Tourism,Henan University of Animal Husbandry and Economy,Zhengzhou Henan 450046)
出处
《河南科技》
2020年第19期152-154,共3页
Henan Science and Technology
关键词
酒店服务质量
可靠性
响应性
保证性
hotel service quality
reliability
responsiveness
assurance
