中國酒店業服務質量分析: 國際品牌連鎖酒店和國內獨立經營酒店之間服務質量的區別

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中國酒店業服務質量分析: 國際品牌連鎖酒店和國內獨立經營酒店之間服務質量的區別

 

Author: 董峰
Dong, Feng
Title: 中國酒店業服務質量分析: 國際品牌連鎖酒店和國內獨立經營酒店之間服務質量的區別
Zhongguo jiu dian ye fu wu zhi liang fen xi : guo ji pin pai lian suo jiu dian he guo nei du li jing ying jiu dian zhi jian fu wu zhi liang de qu bie
Analysis of service quality in the hotel industry in China : difference of service qualtiy between international Chain hotels and domestic individual hotels
Degree: M.Sc.
Year: 2002
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- China -- Evaluation
Hotel chains
Department: School of Hotel and Tourism Management
Pages: ix, 96 leaves : charts ; 30 cm
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b1643126
URI: http://theses.lib.polyu.edu.hk/handle/200/2046
Abstract: This dissertation is mainly to review the development history of hospitality industry in China during the current years, state the intension of service quality and the implements of the service quality domination course in the international chain hotels and the domestic individual hotels. International chain hotels and domestic individual hotels both carry out similar operation philosophy, cultural value, management technology and circulation requirement, however, related actual service qualities were considered different at last, even influence their final achievements and benefits. The reasons are that implements of service quality domination are essentially different as following: the international chain hotels insist on the operation idea taking humanism as key, the persevering circulation requirement, the remorseless training programs, the stably increasing personal income, the equal opportunity of personal development and the tender enterprise visualization, etc. Moreover, the spirit of teamwork, the style of hard working and the manner of being self-strict showed by the entire management staff have become advance model, and shaped powerful agglomeration of enterprises and brands. However, the domestic individual hotels situated in the same market are likely not to meet the requirements mentioned above, so the actual results become greatly different. This dissertation tries to appear clear analysis of these causes and wholly process of these differences, and assist the domestic individual hotels rapidly improve in the coming future and particularly change the image of the circulation system of service quality in the hospitality industry in China.

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