服务营销喜来登酒店选编.pptx

;2014/5/8;2014/5/8;2014/5/8;2014/5/8;2014/5/8;2014/5/8;2014/5/8;;;;;;;;;;;;Dimensions of Service Quality;Visually appealing physical facilities Up-to-date equipment Keep with the type of services provided Employees are well dressed and appear neat ;Provides services at the time that promised Solved the problem dependable and reassuring Keep the records inaccurately e.g. check-in;Tell customers exactly when services will be performed Customers receive prompt service Employees are always willing to help customers ;The employees could be trust The employees are polite Deliver gap, implement of standardized service versus rapid growth of numbers of hotels ;Give customers individual attention They know what your needs are Have operating hours convenient to all their customers Not always have your best interests at heart e.g. CRM data base;;;;;;;;The end