星级酒店服务质量问题研究以广州夏湾拿酒店为例-管理学学士.doc

星级酒店服务质量问题研究——以广州夏湾拿酒店为例 Abstract This paper takes the hotel service quality management related literature research as the starting point, this paper expounds improving service quality to the hotel the importance, analyzed the influence factors on the quality of the hotel service and on the basis of how to improve the hotel service quality put forward the corresponding countermeasures. Through the analysis of the star hotel service quality of service quality characteristics, influence factors, and the quality of measure and hotel hotel service quality management of guangzhou at present, combined with the relationship between stars service quality management problem analysis, XiaWan in guangzhou with service quality management system empirical analysis as an example, this paper aims to hotel service feature set up a relatively effective star-rated hotel service quality management, so as to enhance the hotel service quality, make hotel in market competition edge. Key Words： Travel agencies, Quality of Service，Management model，Guangzhou XiaWan take hotel 目录 TOC \o 1-3 \h \z \t 一,1,二,1,3,1 HYPERLINK \l _Toc292279931 中文摘要 PAGEREF _Toc292279931 \h 1 HYPERLINK \l _Toc292279932 Abstract PAGEREF _Toc292279932 \h 2 HYPERLINK \l _Toc292279934 1.酒店服务质量的界定 PAGEREF _Toc292279934 \h 1 HYPERLINK \l _Toc292279935 1.1 酒店服务质量的定义 PAGEREF _Toc292279935 \h 1 HYPERLINK \l _Toc292279936 1.1.1 酒店服务质量的概念 PAGEREF _Toc292279936 \h 1 HYPERLINK \l _Toc292279937 1.1.2酒店服务质量的内容 PAGEREF _Toc292279937 \h 1 HYPERLINK \l _Toc292279938 1.1.3 酒店服务质量的影响因素 PAGEREF _Toc292279938 \h 1 HYPERLINK \l _Toc292279939 1.1.4 酒店服务质量的评价与标准 PAGEREF _Toc292279939 \h 2 HYPERLINK \l _Toc292279941 2.本文研究的思路与重点 PAGEREF _Toc292279941 \h 3 HYPERLINK \l _Toc292279942 3.我国星级酒店服务质量管理现状 PAGEREF _Toc292279942 \h 3 HYPERLINK \l _Toc292279943 3.1 提高我国星级酒店服务质量必要性 PAGEREF _Toc292279943 \h 3 HYPERLINK \l _Toc292279944 3.2 我国星级酒店服务质量管理现状 PAGEREF _Toc292279944 \h 4 HYPERLINK \l _Toc292279945 4.广州夏湾拿酒店服务质量管理