摘要
酒店服务产品具有无形性、易逝性、同时并发性等特征,并且服务质量评价具有主观性,这就决定了服务失误和顾客抱怨不可能完全避免。通过对内部服务补救的内涵和必要性进行说明,从管理模式、组织结构、员工培训等层面分析酒店服务补救过程中出现的问题及其原因,进而提出酒店内部服务补救的相关策略。
Service products of hospitality have the characteristics of intangibility, fugitiveness, and concurrency etc, and service quality evaluation exhibits subjectivity, which determines service failure and customer complaint couldnt be avoided completely. This paper elaborates the connotation and necessity of internal service recovery, analyzes the problems and causes in the process of service recovery from the levels of management model, organization structure and staff training, and then tries to present some relevant strategies of hospitality internal service strategies.
出处
《哈尔滨商业大学学报（社会科学版）》
2009年第5期113-116,共4页
Journal of Harbin University of Commerce:Social Science Edition
关键词
酒店
内部服务补救
策略
hospitality, internal service recovery, strategies
