【作者】 苏嘉杰；

【导师】 张文建；

【作者基本信息】 华东师范大学 ， 旅游管理， 2005， 硕士

【摘要】 作为服务性企业,酒店经营的成功与否,很大程度上依赖于酒店的服务质量,可以说服务质量是酒店业的生命线。与国外同行相比,我们宾馆硬件设施方面已经达到、甚至超过了他们,可是在软件方面,尤其是服务质量方面依然有相当差距。要提高我国酒店业的综合竞争力,争取更大的市场份额,就必须进一步提高酒店的服务质量。 在提高酒店服务质量方面,我国不少高星级酒店通过了ISO系列认证,达到了规范化、标准化的要求,在服务质量上有了长足的进步。但是,通过和国外酒店的比较发现,那些高星级酒店在完成了服务规范化后,如果仅仅加强规范管理,不建立完整的顾客体验价值交付体系,不想办法努力提高顾客体验价值,那么服务质量的提高必然会遇到瓶颈,限制酒店竞争力的进一步发展。 作者研究了酒店顾客体验价值和酒店服务质量,发现二者具有很强的相关性。首先,通过顾客体验价值的结构和古默森-格罗鲁斯服务质量形成模型可知,顾客体验价值在服务质量形成中起着重要作用。其次,研究酒店服务质量传递过程可知,顾客体验价值是酒店服务质量传递的重要环节。再次,通过服务质量差距分析模式和中外酒店服务体系比较可知,顾客体验价值是顾客型服务质量管理的核心。所以,酒店要提高服务质量,就必须重视顾客体验价值交付体系,提供更多的顾客体验价值,同时酒店的服务质量管理观也要由规范型转变为顾客型。最后,通过对酒店顾客体验价值交付体系的构成和运作研究,作者提出了顾客体验价值交付体系管理重点:酒店服务过程全面质量管理、酒店员工管理、顾客关系管理、酒店体验营销等。更多还原

【Abstract】 As a service-oriented firm, the success of a hotel lies in its service quality. Service quality is the core of hotel industry. Compared with foreign hotels, domestic hotels have reached even exceeded their level as far as hardware is concerned. However, our service quality still has a large room to improve. Domestic hotels must improve their service quality in order to increase competitive power and the share of market.Many of the hotels have implemented ISO quality management system and met standardization requirements. Domestic hotels’ service quality has made a large progress. However, compared to foreign hotels, a standardized management without deliver system of customer experience value will meet with the bottleneck some time. The further development of hotels’ competitive power will be restricted if a deliver system of customer experience cannot be launched.The author took a close study and revealed the interconnection between service quality and deliver system of customer experience value. Firstly, Gronroos Service Quality Model and the structure of customer experience value show that customer experience value plays an important role in service quality management. Secondly, customer experience value is an important clasp of hotel service quality chain. Thirdly, by using difference analysis model to compare the domestic hotel service system with foreign hotels, the author found that customer experience value is the core of customer-oriented service quality management. Thus, here comes to a conclusion that hotel must set up a deliver system of customer experience value in order to improve the overall service quality and to provide more value of customer service. The concept of hotel service quality management should shift from standard-oriented to customer-oriented. By researching the structure and operation of deliver system of customer experience value, the author presented the key point of deliver system of customer experience value: total quality management of overall management hotel service process, personnel management, customer relation management, hotel experience marketing etc.更多还原