摘要
饭店服务质量是是由技术性质量和功能性质量组成的,前者与服务结果有关,后者与服务过程有关。饭店服务质量管理应兼顾服务过程与服务结果的管理。ISO9000:2000所包含的目标管理思想和过程方法提供了这样一种适合于饭店业的服务质量管理模式。
Hotel service quality consist in technical quality which is related with service output and functional quality which is related with service prpcess.Hotel sevice quality management should consider to service output and service process.ISO9000:2000 combines sith goal management theory and process method which provide such a model of service quality management for hotel industry.
出处
《科技进步与对策》
CSSCI
北大核心
2003年第10期171-173,共3页
Science & Technology Progress and Policy
