天津市滨江万丽酒店服务质量管理研究..docxVIP

摘 要随着我国经济的飞速发展，人民生活水平不断提高，对于酒店的需求也日益增长，我国的酒店业也呈现出了一个高速的增长阶段，如何在日益激烈的酒店业竞争中占取优势，成为了一个值得探讨的研究问题，作为酒店业的生命线，服务质量的好坏直接决定了一家酒店能否保持持久的竞争力。本文以天津滨江万丽酒店作为研究对象，通过对其服务质量管理问题展开了研究。从该酒店的市场环境以及发展现状入手，分析了天津滨江万丽酒店服务质量管理的现状，指出了该酒店在服务质量管理中存在的问题与不足，并提出了改进方法与解决措施，以提高该酒店的服务质量管理，从而提高该酒店的整体竞争力。本文对于天津滨江万丽酒店提升其服务质量管理有着实际的指导意义，并对其他同水平酒店提升服务质量管理有一定的借鉴意义。关键词：酒店服务质量；服务质量管理现状；质量提升策略ABSTRACTWith the rapid development of China’s economy and the living standards of people, the demand for hotel is also improving. For the past few years, The hotel industry of China also demonstrated a high-speed growth rate. How to achieve success among the increasingly fierce competition has become the focus of the research. Whether a hotel can maintain continues competitive power directly depends on the service quality.This article takes Tianjin Binjiang Wanli hotel as the research object, focusing on the service quality management. From aspect of the current situation of the hotels market environment and development, we analyzed situation of service quality management in Tianjin Binjiang Wanli hotel, pointed out the problems and deficiency existing in the hotel service quality management, and put forward the improvement method and solution measures. So that the quality of service of the hotel management and the competition power of the hotel will be improved.This article to plays practical role in improving the service quality management in Tianjin Binjiang Wanli Hotel, and it is valuable for other hotels at the same level to improve service quality management.KEYWORDS：Service quality management of the hotel; situation of the service quality management; strategies for improving the quality目 录摘 要iABSTRACTii目 录iii绪论11.1选题背景及意义11.2研究综述11.2.1国外研究现状11.2.2国内研究现状31.3研究方法42.酒店服务质量相关理论52.1酒店的服务52.1.1服务的概念以及分类52.1.2酒店服务的概念62.1.3 服务的特性62.2酒店的服务质量72.2.1服务质量的含义72.2.2服务质量的构成72.2.3酒店服务质量的特点73.滨江万丽酒店服务质量管理分析83.1滨江万丽酒店概况83.1.1酒店的发展状况83.1.2酒店的市场环境分析83.2滨江万丽酒店服务质量管理现状分析93.2.1滨江万丽大酒店服务质量管理的现状93.2.2滨江万丽酒店服务质量管理的主要问题103.2.3滨江万丽酒店服务质量管理