on service quality gap model the use of marketing in the hotel（服务质量差距模型的使用营销在酒店）.docVIP

下载本文档

33
0
约1.12万字
约 11页
2017-09-09 发布于浙江
举报
版权申诉

on service quality gap model the use of marketing in the hotel（服务质量差距模型的使用营销在酒店）.doc

1、原创力文档（book118）网站文档一经付费（服务费），不意味着购买了该文档的版权，仅供个人/单位学习、研究之用，不得用于商业用途，未经授权，严禁复制、发行、汇编、翻译或者网络传播等，侵权必究。。
2、本站所有内容均由合作方或网友上传，本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺！文档内容仅供研究参考，付费前请自行鉴别。如您付费，意味着您自己接受本站规则且自行承担风险，本站不退款、不进行额外附加服务；查看《如何避免下载的几个坑》。如果您已付费下载过本站文档，您可以点击这里二次下载。
3、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等，请点击“版权申诉”（推荐），也可以打举报电话：400-050-0827(电话支持时间：9:00-18:30)。
4、该文档为VIP文档，如果想要下载，成为VIP会员后，下载免费。
5、成为VIP后，下载本文档将扣除1次下载权益。下载后，不支持退款、换文档。如有疑问请联系我们。
6、成为VIP后，您将拥有八大权益，权益包括：VIP文档下载权益、阅读免打扰、文档格式转换、高级专利检索、专属身份标志、高级客服、多端互通、版权登记。
7、VIP文档为合作方或网友上传，每下载1次，网站将根据用户上传文档的质量评分、类型等，对文档贡献者给予高额补贴、流量扶持。如果你也想贡献VIP文档。上传文档

on service quality gap model the use of marketing in the hotel（服务质量差距模型的使用营销在酒店）

On service quality gap model the use of marketing in the hotel [Abstract] The use of service quality gap model, through the four gap analysis, marketing strategy services to the hotel industry. [Keywords] service quality gap model; hotels; service marketing A service quality gap model of content Finland Geluolusi Professor (1982) first proposed the concept of customer perceived service quality, quality of service that the elements and the gap between perception and expectations of the analysis method, the results of these studies after this study the quality of service provided scholars The basic theoretical foundation .20 In the 1980s, three American scholars Parasueaman, Zeithamall and Berry co-developed 22 specific qualitative standards of service quality SERVQUAL to measure customer service quality evaluation of .1985, based on the ground in qualitative research, Parasueaman and others have also proposed a service quality gap model to analyze the service delivery process of the five gaps, the model can improve the quality of service as a service organization and marketing of the basic framework to help analyze the causes of service quality problems and help manage should be to understand how to improve the quality of service. service quality gap model that the customer perception and reduce the gap between customer expectations that customers have the gap (gap 5) is the main objective of marketing services, to bridge this gap, it is necessary for the following four to bridge the gap: the gap 1 - do not understand customer expectations, the gap 2-- not choose the right service designs and standards; between 3 - failure to provide services standards; gap 4-- service delivery and external commitments do not match. service quality gap model can be applied to all areas of service. 2 affect the hotel service quality gap analysis of the main factors (1) Hotel for the lack of understanding of customer expectations. Influence customer expectations abo