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毕业论文（设计） 　　　　　　毕业论文 哈尔滨华融饭店服务质量 　　　　　　题　　目 存在的问题及对策研究 　　　　　　指导教师 牟维珍 　　　　　　学生姓名 孙 伟 二O一四 年 四 月 十 日哈尔滨华融饭店服务质量存在的问题及对策研究 摘 要 随着时间与经济的发展，服务业在社会中的地位急剧上升，服务质量也成为了国际管理学科中一个非常重要的研究课题，饭店竞争力的核心大多归结为饭店的服务质量，所以提高饭店服务质量是提高竞争力最为关键的因素。饭店是旅游业的三大支柱之一,而服务质量是饭店业的生命。一个饭店要获得成功,就必须以服务质量求生存,以服务质量求信誉,以服务质量赢得市场,以服务质量取得经济和社会效益。因此,服务质量的测定与管理是饭店业经营管理的关键要素和重要内容。文章通过对现在哈尔滨华融饭店的服务现状的分析，发现饭店中存在的问题，提出了合理性建议，期待能够对提升饭店的服务质量起到一定的积极作用，满足顾客期望，达到优质服务,从而更好的提升饭店的社会效益和经济效益。 关键词：华融饭店；；Study on The Problems and Countermeasures of Harbin Sinoway Hotel Service Quality Abstract With the development of time and economic status in the society, service industry rose sharply, service quality has become a very important research topic in international management discipline, the core competitiveness of the hotel are mostly attributed to the hotel service quality, so as to improve the hotel service quality is to improve the competitiveness of the most critical factors. The hotel is one of the three pillars of the tourism industry, and the quality of service is the hotel industrys life. A hotel to be successful, must be based on the service quality of survival, to the quality of service and reputation, win the market with quality of service, make economic and social benefits to the quality of service. Therefore, measurement and management of service quality is the key factor to the management of hotel industry and the important content of. Based on the analysis of present situation of Harbin Sinoway hotel service now, find the hotel in the existing problems, put forward reasonable suggestions, looking forward to a positive role to improve the hotel service quality, meet customer expectations, high quality service, and improve the social benefit and economic benefit of hotel. Key words: Sinoway Hotel; service quality; service quality management 目 录 摘 要 I Abstract II 目 录 I 绪 论 1 1 饭店服务质量概述 2 1.1 饭店服务质量的定义 2 1.1.1 有形产品质量 2 1.1.2 无形产品质量 2 1.2 影响饭店服务质量的因素 2 1.2.1 服务人员 2 1