摘要
以全服务型为特征的会议酒店有必要审视服务质量以满足市场对品质的需求。基于B2B的视角,运用服务三因素模型,以行业服务规范为基础,构建多层级的会议酒店服务质量评价指标体系。指标内容着眼于设施、人员和服务三个方面,包括生活服务和会议服务两个模块,反映出会议酒店服务的流程与特点。采用层次分析法确定指标权重并分析各指标的影响,为会议酒店服务质量管理提供方法工具。
Conference hotels with full-service characteristics need to examine their service quality so as to meet the market demand for quality.From the perspective of B2B,a multi-level service quality evaluation index system is constructed based on industry service standard by using the three-factor service model,in which the indicator content focuses on facilities,personnel and services,including two modules of living services and conference services and reflecting the process and characteristics of conference hotel services.In addition,Analytic Hierarchy Process is used to determine the weighting of each indicator and analyze the impact of each indicator,providing a methodological tool for conference hotel service quality management.
作者
张岩岩
张立英
Zhang Yanyan;Zhang Liying(Wuxi City College of Vocational Technology,Wuxi 214153,China)
出处
《无锡商业职业技术学院学报》
2022年第5期60-65,共6页
Journal of Wuxi Vocational Institute of Commerce
基金
江苏高校哲学社会科学研究基金项目“‘会展+旅游’融合发展下的会议酒店服务评价体系研究”(2018SJA0884)。
关键词
会议酒店
服务质量
评价指标体系
conference hotel
service quality
evaluation index system
