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论文编号：	1870
作者编号：	041954
上传时间：	2010/5/18 9:29:02
中文题目：	服务质量对酒店市场竞争力的影响作用研究
英文题目：	hotel service service quality market competition ability
指导老师：	齐善鸿
中文关键字：	酒店服务 服务质量 市场竞争力
英文关键字：	hotel service service quality market competition ability
中文摘要：	二十一世纪，是以顾客服务来缔造竞争优势的时代。服务经济时代，人们对服务的要求越来越高。作为服务业，酒店的服务质量也越来越受到人们的关注，特别是随着高档酒店之间的竞争加剧，酒店服务质量显得愈发重要。而与同类型的外资酒店相比，我国高档酒店的服务仍然存在许多不足之处。在这样的背景下，通过改善服务质量来提升酒店市场竞争力，对我国高档酒店的发展具有重要的现实意义。 本文以高档酒店为研究对象，分析了服务质量对酒店市场竞争力的核心影响作用，以及优质服务如何为酒店赢得市场竞争力，论述了服务质量对提升酒店市场竞争力的重要性，并在此基础上提出了提升高档酒店服务质量的策略。 在回顾了相关理论的基础上，本文分析了服务质量对酒店市场竞争力的影响作用，包括直接和间接影响。服务质量不仅作为最重要的因素直接影响到顾客对酒店的评价，从而直接影响到酒店的市场竞争力，还对影响酒店市场竞争力的其他因素产生重要的影响，从而间接影响到酒店的市场竞争力。 拥有市场竞争力的体现是赢得顾客，而优质服务正是酒店赢得顾客的最佳方式。优质服务能够从创造顾客满意，培养顾客忠诚和吸引新顾客三方面为酒店赢得顾客。在这部分论述中分别运用到了顾客满意、顾客忠诚和口碑营销的理论。 酒店想要提升市场竞争力，就要改善服务质量。本文从树立正确的服务理念，提供以顾客需求为导向的服务，有效的员工激励与管理以及管理体制与方法创新这四个方面提出了改善酒店服务质量的策略，并给出了一些值得学习的案例。希望能够为我国高档酒店改善服务质量从而提升市场竞争力提供参考和借鉴。
英文摘要：	The 21st century is the age of creating competitive advantage with the customer service. In the age of service economy, people’s request to service becomes more critical. Especially as the competition of upscale hotels turning worse, hotel’s service quality seems to be more important. Being compared with the foreign capital hotels of the same type, the service of our upscale hotels still exist much shortage. Under this background, to promote hotel market competition ability through improving its service quality has an important meaning to the development of our upscale hotels. This dissertation takes upscale hotels as its research object. Through analyzing the factors which influence hotel market competition ability and the important effect service quality takes part in, and dissertating how high quality service gains the hotel market competition ability, a deeper understanding on the importance of the hotel service quality is supposed to made. Based on the related theories, this dissertation discussed the influence service quality takes upon hotel market competition ability, including both direct and indirect influence. Service quality not only influences the customer’s evaluation to a hotel directly, but also influences the other factors that influence the hotel market competition ability. Owning the market competition ability means winning customers. High quality service is exactly the best way that hotel wins customers. High quality service can win customers for hotel from three aspects: creating customer satisfaction, developing customer loyalty and attracting new customers. In this part, the theories of customer satisfaction, customer loyalty and the anatomy of buzz are used respectively. The way a hotel wins higher market competition ability is to promote its service quality. Suggestion is given for hotels to improve their service quality in four aspects: to set up right service conception, to provide customer need orientated service, to inspire and manage employee effectively, and to innovate management system and method. All this work is hoped to provide reference to our upscale hotels to promote their service quality and create higher market competition ability.
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