关于酒店服务英文文献.doc

From：P. Kotler , J . Bowen , J . Makens. Marketing for Hospitalityand Tourism ( Third Edition) [M] . Upper Saddle River ,NJ : Pren2 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 int