酒店管理-现代酒店服务质量提升对策浅探.docVIP

PAGE PAGE IV 现代酒店服务质量提升对策浅探 摘要 在21世纪，经济全球化进程不断的加快，全球经济发展也是十分的迅速，人们的生活水平富裕了起来，酒店行业有着更好的发展前景。对于一个酒店的发展，服务质量是其中比较重要的一环，一个酒店的长远立足，离不开良好的服务质量。所以我国的众多酒店要想抓住这个机遇取得更好的发展，酒店的服务质量肯定是要提高的。本论文以文昌酒店为例，以现代酒店服务质量为研究对象，在分析国内外文献研究的基础上，通过问卷调查法分析文昌酒店的服务质量，指出其中存在的问题。并从员工、技术、培训等几个方面加以分析解决对策，有针对性的提出建设性了改良意见，也希望对其他同类型酒店的服务质量提高有所裨益。本文的研究也是在前人对酒店服务质量分析的基础上，对这些服务质量理论进行充实和完善，同时文中理论或许还存在一些漏洞，还希望指导老师斧正。 关键词：酒店；服务质量；酒店管理  Abstract In the 21st century, the process of economic globalization continues to accelerate, the global economy is also very rapid development, peoples living standards have become richer, the hotel industry has a better development prospects. For the development of a hotel, service quality is a more important link, a hotels long-term foothold, cannot do without good service quality. Therefore, many hotels in China want to seize this opportunity to achieve better development, the quality of hotel service must be improved. This paper takes wenchang hotel as an example and takes the service quality of modern hotel as the research object. Based on the analysis of domestic and foreign literature research, it analyzes the service quality of wenchang hotel through questionnaire survey and points out the existing problems. And from the staff, technology, training and other aspects of the analysis of solutions, targeted constructive Suggestions for improvement, also hope to improve the service quality of other hotels of the same type. The study in this paper is also based on the previous analysis of hotel service quality to enrich and improve these service quality theories. At the same time, there may be some loopholes in the theory in this paper, and I hope that the instructor can correct them. Key words: hotel; Service quality; Hotel management 目 录 TOC \o 1-3 \h \z \u 28066 摘要 I 23781 Abstract II 28730 1绪论 1 6158 1.1 研究背景及意义 1 11148 1.2研究思路及方法 1 32464 2相关概念与文献综述 1 4031 2.1 概念界定 1 24815 2.2文献综述 2 13524 2.2.1国外研究现状 2 10356 2.2.2国内研究现状 2 28313 3文昌酒店服务质量的现