关于酒店服务英文文献.doc

From：P. Kotler , J . Bowen , J . Makens. Marketing for Hospitalityand Tourism ( Third Edition) [M] . Upper Saddle River ,NJ : Pren2 tice - Hall ,2002.Marketing theory suggests that the premise is satisfied with customer loyalty, customer satisfaction, quality service from the customers on the quality of experience, so to develop a scientific and effective quality of service management strategy, to maintain quality and consistent service quality, as hotel companies to shape the core competitive service force the key.The hotel service quality and customer perceived service quality constitute.Hotels provide integrated accommodation, catering, recreational and business activities as one of the services, hotel services, quality of service they provide the features and characteristics combined. The reason why customer's hotel of choice sentiment in favor of because the hotel from the product characteristics to meet customer demand for a break or business interests, but also the characteristics of hotel services (Such as comfort and efficient) just to meet the customer service grades and grade requirements. Service products inseparability of production and consumption, determines the customers interaction with the staff to complete the hotel service features and characteristics (quality of service) experience: they are the appointed time and their related facilities within the room have a right to use the hotel at the same time feel service delivery service means, such as attitude, demeanor, work efficiency. The former is the result of the experience of hotel services, which is to obtain the results of the process of experience, the hotel service quality, including the results of quality and process quality in two parts. Customers measure of the quality of results are usually objective and manageable, because the rooms and other hardware facilities are visible, and its quality, the customer had been prior to use in accordance with national and industry standards are under control, while the process of the quality of hotel services is because it is In the hotel staff and customer interaction behavior and emotional interaction to generate, as measured by both subjective and complex, and therefore can not ignore the hotel service quality management of service process quality management.And physical quality of the product a different formation mechanism, the hotel service staff and customers interact with a process related facilities, the hotel customers are facing is not "finished product", the hotel is not in production quality, but in the delivery and consumption generates. Hotel customers will be personally involved in the formation of the quality of service, and by comparing the expected service quality and body Inspection of service quality gap, the formation of the hotel's perceived quality of service. When the customer experience of the process and results of better quality than even more than expected level, the customer will be recognized service quality, and thus satisfactory performance, loyalty and repurchase. The quality of customer expectations of the hotel and hotel marketing, publicity, customer past experiences, word of mouth dissemination of mass And personal differences in such factors as the demand is closely related to the hotel manager by managing customer expectations should be to improve the perceived quality of service.2 The hotel service quality causes of the problem analysisFormation process from the hotel service quality point of view, the hotel quality hotel services, a series of internal decision-making and results of the activities: the management of customer expectations of cognitive resolved that the hotel will be the implementation of service standards; staff will be based on standards of service delivery to the customer service; Customer then according to their own perception of hotel service experience and outcome of the process of passing quality. The quality of the formation of links in one or more errors, it will lead to a decline in customer perceived service quality.First of all, if the hotel is not an accurate understanding of customer expectations of service, such as hotel managers do not realize that customers are networked, intelligent devices and electronic management needs, the hotel management had failed to attach importance to the effective management of front-line service, or to reflect "Customer is to reduce the lobby check-in and checkout time" customer expectations, will reduce the customer's perceived service quality, leading hotel management to improve the quality of service to other efforts, "come to naught."Secondly, if the hotel fails to address customer expectations of service quality standards for a right, even if the hotel was full and the customer expectations are accurate, also make the quality of service, "poles apart." Such as hotel occupancy rates managers often are most concerned about quality management are not given the highest p。