A企业服务体系建设研究——基于感知服务质量差距模型的分析毕业论文.docVIP

毕业论文 （2011届） A企业服务体系建设研究——基于感知服务质量差距模型的分析 摘 要 服务质量差距模型是20世纪80年代中期到90年代初，美国营销学家帕拉休拉曼（A. Parasuraman），赞瑟姆（ValarieAZeithamal）和贝利（Leonard L.Berry）等人提出的，5GAP模型是专门用来分析质量问题的根源。顾客差距（差距5）即顾客期望与顾客感知的服务之间的差距——这是差距模型的核心。要弥合这一差距，就要对以下四个差距进行弥合：差距1——不了解顾客的期望；差距2——未选择正确的服务设计和标准；差距3——未按标准提供服务；差距4——服务传递与对外承诺不相匹配。 首先，论文对金太子牛排馆服务质量的现状及其存在的问题进行了深入地剖析，总结了引起服务质量问题的深层次的原因，为构建科学的餐馆服务质量理体系提供了依据。其次，论文通过引入服务质量差距模型，构建了具有针对性的金太子牛排馆服务质量体系。最后，根据服务质量差异模型提出了对金太子牛排馆的建议。 关键词：金太子牛排馆；服务体系；服务差异模型 Abstract American marketing scientist A.Prasuraman, ValarieAZeithamal and Leonard L.Berry put forward the service quality gap model in the 1980s to the early 1990s; 5GAP model is dedicated to analysis the quality of the source of the problem. Customer gap (gap 5) namely customer expectation and customers perception of service - this is the gap between the core of gap model. To bridge this gap, should follow the four point’s bridge: Gap 1 -- dont know the customers expectations; Gap 2 -- not choose the correct service design and standards; Gap 3 -- not according to standards provide services; Gap 4 -- service delivery and foreign commitment dont match. First of all, combining the present condition of Jin Tai Zi Steak House service quality entry and existing problems, we carry on investigating and studying thoroughly to the building of service quality, the thesis builds up a theoretical foundation of the hotel service management system. Secondly, the hotel sets up a service quality management system according to present condition of Jin Tai Zi Steak House by introducing the model of service quality gap. The model of service quality gap satisfies customer and improves service quality. At last, it according to the model in our services quality gap, suggestions for Jin Tai Zi Steak House. Keywords: Jin Tai Zi Steak House; Service system; Service quality gap model 目 录 1 服务质量理论 1 1.1 服务质量理论概述 1 1.2 服务质量差距模型 1 1.2.1 服务质量差距模型图: 2 1.2.2 五个差距以及它们造成的结果和产生的原因 3 1.2.3 服务质量差距模型的应用意义 5 2 金太子牛排馆服务体系现状 6 2.1 金太子牛排馆发展现状 6 2.2