摘要
论饭店服务质量的管理和控制张俐俐中国旅游管理干部学院ＯｎｔｈｅＭａｎａｇｅｍｅｎｔａｎｄＣｏｎｔｒｏｌｏｆｔｈｅＳｅｒｖｉｃｅＱｕａｌｉｔｙｉｎＨｏｔｅｌｓ￥ＺｈａｎｇＬｉＬｉＡｂｓｔｒａｃｔ：Ｔｈｅａｒｔｉｃｌｅｐｏｉｎｔｓｏｕｔｔｈａｔｗｉｔｈｔ...
The article points out that with the rapid development of the social service economy and the increasingly fiercingcompetition of the service in hotels,the hotel managers are breaking the bondage of traditional ideas,service consciousness and service behaviour. our service level is heading for internationalization, modernizat ion and systematizatio, The article, while making a systematic exposition of a profound connotation of the servive quality, furthermore gives a de scription of the gap analysis model of the management of the service quality. This model shows five kinds of gaps in terms of the service quality. It offers our hotel managers a scientific and logical method to solve these problems and can be served as a reference for the managers in hotles of different grades, types and scales.
出处
《旅游学刊》
CSSCI
北大核心
1995年第6期24-29,60,共7页
Tourism Tribune
