摘要
酒店服务质量的高低直接关系到酒店经营效益的好坏,本文综述了酒店服务质量与顾客满意度的相关文献,发现顾客满意度的提高能够大大减少酒店经营成本。本文还探讨了酒店服务和顾客满意度的涵义、测评指标和模型,这对我国酒店业相关研究及酒店的管理实践具有很重要的借鉴意义。
The hotel service quality is directly correlated with hotel management.This paper reviews the relevant documents about hotel service and customer satisfaction,and concludes that customer satisfaction improvement can reduce the cost of hotel operation greatly.It also discusses connotation,measuring index and mode of hotel service and customer satisfaction,which is of great referential significance for hotel industry and hotel management and practice.
出处
《武汉商业服务学院学报》
2011年第4期31-34,共4页
Journal of Wuhan Commercial Service College
关键词
酒店服务质量
顾客满意度
酒店
hotel service quality
customer satisfaction
hotel
