【作者】 刘静；

【导师】 郑向敏；

【作者基本信息】 华侨大学 ， 旅游管理， 2004， 硕士

【摘要】 随着经济的飞速发展，饭店企业作为旅游行业的龙头在国家社会经济发展和国际竞争中的作用日益彰显，随着我国饭店业规模的不断扩大，服务形式和层次类型的多样化、饭店服务的逐渐国际化以及饭店企业面临的各种挑战，如何保证和提高我国饭店企业的服务质量成了我们必须面对和解决的问题。本文根据我国饭店服务的现状和具体国情，提出建立我国饭店服务质量保证体系。 本文从理论上分析了饭店服务质量的本质和特点以及饭店服务质量保证体系的性质，为建立我国饭店服务质量保证体系奠定了理论基础；并对我国目前饭店服务质量和管理现状进行了分析，同时探索研究了国内外饭店服务质量保证的一般规律。在此基础上，借鉴质量保证理论和方法，结合中国国情构建了我国饭店服务质量保证体系，内容涉及了饭店质量形成规律与质量体系要素的关系，建立饭店服务质量保证体系的基本原则，饭店服务质量保证体系的功能和组织设计，我国饭店服务质量保证体系的模式构成。文章还进一步对我国饭店服务保证体系子系统进行分析，包括饭店服务质量策划系统、饭店服务质量组织系统、饭店服务质量控制系统、饭店服务质量信息系统、饭店服务质量评价系统、饭店服务质量改进系统。力图通过对子系统的研究完善我国饭店服务质量保证体系的具体运作。 本文运用了理论研究、比较研究、综合研究等多种研究方法，对饭店服务质量保证体系进行较为全面和深入的分析，其目的不仅仅是对饭店服务质量保证体系的简单探索，而是研究与探索当代我国饭店服务质量保证的创新之路。更多还原

【Abstract】 Chinese hotels are playing a more and more important role in our social economic development and international competition in the era of tourism. With the widening scale,the changing standards and levels and the internationalization and challenge faced by the hotel ,how to guarantee and increase the quality of the hotel service becomes an urgent problem that we have to face and solve . This paper aims at forming the quality assurance system of the hotel service on the basis of the present national conditions of our hotels.The paper theoretically analyses the nature and characteristics of quality, as well as the features of the quality assurance system, and sets up the theoretical basis for the quality assurance system of the hotel service. At the same time, resorting to document method, the paper analyses the present conditions of hotel service management. Comparing the conditions of quality assurance system of western countries, the paper looks into the natural law and practical basis of quality assurance. On the basis of this study, and using the theories and methods of the quality assurance in other enterprises, the paper has established a quality assurance system of hotel service in our country according to our national conditions. Aside the main points mentioned above, the paper also covers the relationship between the natural law and the elements of quality assurance, the principles of building the system, the functions, structural design, model and formation of the quality assurance system of hotel service. The paper continue to analyze the sub-systems which include the planning system, the organizing system, the controlling system, the evaluating system and the improving system, in order to perfect the operation of the quality assurance system of our hotel service.The paper utilizes the methods of theory research, comparing research, and synthetic research. The aim of the article is not only to explore the quality assurance system of our hotel service but also to study and explode the creative way of modern, even the creative way of future quality assurance system of our hotel service.更多还原