关于酒店服务英文献.docVIP

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 customers 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 un