文章以顾客需求相关理论为基础,运用文献分析、SPSS19.0、内容分析等方法对上海X酒店工程部投诉案例进行分析,得出该酒店工程部的设施设备缺少有效管理、缺少日常维护计划、部分客房设施设备陈旧、缺少年轻与多技能员工等问题,提出要提...文章以顾客需求相关理论为基础,运用文献分析、SPSS19.0、内容分析等方法对上海X酒店工程部投诉案例进行分析,得出该酒店工程部的设施设备缺少有效管理、缺少日常维护计划、部分客房设施设备陈旧、缺少年轻与多技能员工等问题,提出要提高设施设备管理水平、加强设备预防性维修、更新客房硬件设施体验、建设一支高素质的工程服务团队等四项对策。Based on theories related to customer needs, this article uses literature analysis, SPSS 19.0, and content analysis to analyze complaint cases from the engineering department of Shanghai X Hotel. The result indicates that the hotel’s engineering department lacks effective management of facilities and equipment, lacks daily maintenance plans, some guest room facilities and equipment are outdated, and lacks young and multi-skilled employees. Four countermeasures are proposed to improve the level of facility and equipment management, including improving the management level of facilities and equipment, strengthening preventive maintenance of equipment, updating the experience of guest room hardware facilities, and building a high-quality engineering service team.展开更多
文章运用文献计量学的理论基础与技术手段,基于CNKI中文期刊与Web of Science核心合集,系统梳理了国内外旅游教育的研究进展。研究发现:旅游教育教学、课程建设与人才培养研究得到了共同关注,其中国内重视总结旅游教育的发展进展、学科...文章运用文献计量学的理论基础与技术手段,基于CNKI中文期刊与Web of Science核心合集,系统梳理了国内外旅游教育的研究进展。研究发现:旅游教育教学、课程建设与人才培养研究得到了共同关注,其中国内重视总结旅游教育的发展进展、学科与专业建设,有关如何加强师资建设、促进教师发展的关注不足,研究领域丰富度、研究时间持续度、研究力量集中度及研究内容深入度有待提升。最后,结合时代背景与现实情况,提出了研究展望。展开更多
文摘文章以顾客需求相关理论为基础,运用文献分析、SPSS19.0、内容分析等方法对上海X酒店工程部投诉案例进行分析,得出该酒店工程部的设施设备缺少有效管理、缺少日常维护计划、部分客房设施设备陈旧、缺少年轻与多技能员工等问题,提出要提高设施设备管理水平、加强设备预防性维修、更新客房硬件设施体验、建设一支高素质的工程服务团队等四项对策。Based on theories related to customer needs, this article uses literature analysis, SPSS 19.0, and content analysis to analyze complaint cases from the engineering department of Shanghai X Hotel. The result indicates that the hotel’s engineering department lacks effective management of facilities and equipment, lacks daily maintenance plans, some guest room facilities and equipment are outdated, and lacks young and multi-skilled employees. Four countermeasures are proposed to improve the level of facility and equipment management, including improving the management level of facilities and equipment, strengthening preventive maintenance of equipment, updating the experience of guest room hardware facilities, and building a high-quality engineering service team.
文摘文章运用文献计量学的理论基础与技术手段,基于CNKI中文期刊与Web of Science核心合集,系统梳理了国内外旅游教育的研究进展。研究发现:旅游教育教学、课程建设与人才培养研究得到了共同关注,其中国内重视总结旅游教育的发展进展、学科与专业建设,有关如何加强师资建设、促进教师发展的关注不足,研究领域丰富度、研究时间持续度、研究力量集中度及研究内容深入度有待提升。最后,结合时代背景与现实情况,提出了研究展望。
