论员工满意度对酒店服务质量的影响毕业论文.doc

论员工满意度对酒店服务质量的影响 PAGE PAGE I 论员工满意度对酒店服务质量的影响 --以x酒店嘉宾厅为例 摘要：服务是酒店向客人出售的特殊商品，跟其他产品一样具有检验其品质优劣的标准，这个标准即是酒店服务质量。分析酒店服务质量和员工满意度的关系有助于酒店了解提高员工满意度的重要性。提高员工满意度有助于酒店最大限度提高服务质量，于现代酒店业中立于不败之地。本文通过对员工满意度、酒店服务质量以及员工满意度对酒店服务质量的影响的分析，对X饭店的酒店服务质量的提升有了初步了解。X饭店是x省第一家五星级酒店，具有成熟的企业文化和文化底蕴，通过对其的分析和研究得出部分理论，再将理论与实际结合，从而更好的建设X文化，为其优秀窗口——嘉宾厅的成长提供良好的建议，使X饭店在竞争中赢得发展。 关键词：员工满意度 酒店服务质量 影响 建议 Discuss the Affection of Employees’ Satisfaction on the Quality of Hotel Services —Case Study on Chinese Hall ofXHotel Abstract：Services are sold to the guests the hotel a special commodity, as with other products, has tested the merits of its quality standards, this standard is the hotel service quality. Of hotel service quality and employee satisfaction in the relationship help hotels understand the importance of improving employee satisfaction.?Improve employee satisfaction helps hotels maximize service quality, modern hotel in an invincible position.?Based on the employee satisfaction, the hotel service quality and employee satisfaction for hotel service quality analysis of the impact of XHotel enhance the quality of hotel service with an initial understanding.?X Hotel is the first five-star hotel in Zhejiang Province, with a mature corporate culture and cultural heritage, through its analysis and research come to some theory, then the combination of theory and practice to better buildingX culture?Excellent for window –Chinese hall to provide a good growth of the recommendations of X Hotel in the competition to win development. Key words: Employee Satisfaction; Hotel Service Quality; Influence; Suggestion 目录 TOC \o 1-3 \h \z \u 1引言 h 1 2酒店员工满意度与服务质量的概述 h 1 2.1员工满意度的概述 h 1 2.1.1员工满意度的标准和分类 h 2 2.1.2员工满意度对酒店的影响 h 3 2.2酒店服务质量的概述 h 4 2.2.1酒店服务质量评价标准 h 4 2.2.2服务质量对酒店的影响 h 5 3宁波南苑酒店嘉宾厅员工满意度与酒店服务质量的现状 h 6 3.1x酒店及嘉宾厅简介 h 6 3.2嘉宾厅员工满意度分析 h 7 3.2.1 嘉宾厅员工满意度调查方法 h 7 3.2.2 嘉宾厅员工满意度现状分析 h 9 3.3嘉宾厅服务质量现状分析 h 10 3.3.1 嘉宾厅外部服务质量分析 h 10 3.3.2 嘉宾厅内部服务质量分析 h