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论文编号：	642
作者编号：	2120062077
上传时间：	2008/6/20 9:59:59
中文题目：	饭店内部服务补救策略体系研究
英文题目：	Study on the system of strateg
指导老师：	齐善鸿
中文关键字：	饭店 服务失败 服务补救 内部顾<
英文关键字：	Hotels Service Failure Servi
中文摘要：	伴随着我国饭店数量的剧增，服务质量和管理水平不如人意的问题凸显了出来。近年来，有关饭店服务质量的投诉呈明显的上升趋势，迫切需要饭店从业人员认识到服务补救的重要性和战略价值。因而“服务补救”就成为饭店这一服务性企业试图弥补顾客对服务失败产生的负面效应的方法。有效的服务补救可以产生较之将服务第一次性做好更为满意的饭店的顾客。然而多次经历服务失败会使得员工经历无助感（helplessness），即员工认为自己无法控制服务结果，而持续的无助感更会导致员工形成习得性无助（learned helplessness）。这种无助导致的压力，以及压力与低工作满意度和低工作绩效的关系已经得到了有关学者的证实，这时就需要进行有效的内部服务补救。 内部服务补救是组织对于使得内部顾客（一线员工）在经历了外部补救之后恢复过来进行的努力。这包括了帮助员工从处理抱怨顾客所可能产生的负面情绪中恢复过来，并且使他们产生一种他们将来有令顾客更加满意的信心。负面情绪同样可能来自纠正他人造成的服务失败中，后台的执行、管理系统等，都可能是造成服务失败的原因，但是一线员工却是顾客不满意甚至是愤怒的箭靶。此外，员工们却常常没有被授权处理这些外部服务失败的自主权、资源或者是没有受过相关的培训，所以本文认为内部服务补救策略对于饭店支持他们的外部服务补救来说非常有必要。 本文通过对于外部服务补救，内部服务补救的相关理论进行回顾、整理，并且利用外部服务补救的理论作为指导，来解决内部服务补救中的问题，提出饭店内部服务补救策略体系。本文从现实的企业利润角度阐述了内部服务补救的必要性，指出了内部服务补救的原则以及步骤。本文的核心部分对于内部服务补救策略体系进行探析，并从服务失败的识别、内部服务补救的预测与控制、内部服务补救的运作以及内部服务补救的支持四方面构建了一个内部服务补救体系。而最后用一个案例对开展有效内部服务补救做出了分析。
英文摘要：	Along with the growing of hotels in China, the problems of service quality and management level come into being. Recently, complaints of hotel service quality increases apparently. “Service recovery” is the now well-accepted term for what service firms attempt to do to offset a customer's negative reaction to a service failure. Effective service recovery with, say, an hotel guest or airline passenger can even produce a customer who is more satisfied, even delighted, than if they had been served right the first time. Employees will gain helplessness if they experience service failure for many times, that is, they think they cannot control the consequence of service, and ceaseless helplessness will result in learned helplessness. The pressure form this helplessness, and the related low job satisfaction and performance are proved by scholars. In this way, internal service recovery is in urgent need. Internal service recovery refers to what the organization does to make internal customers, i.e., front-line employees, feel “whole” after external recovery episodes. It involves helping employees recover from possible negative feelings associated with dealing with complaining customers and making them more confident in their ability to satisfy customers in the future. Negative feelings may also stem from being in the position of having to correct service failures for which others are responsible. Back-office operations, management systems, etc., may be the cause of the service failure, but the front-line employee is the target of the customer's dissatisfaction, even anger. Furthermore, the employee often has not been provided with the autonomy, resources, or training to handle external service recovery. We believe hotels must have an internal service recovery strategy to support their efforts in external service recovery. This thesis solves the problem of internal service recovery and advances strategy of internal service recovery in hotel service industry, in guidance of theory of external service recovery and through the review of relative theory of service recovery. The thesis disserts the necessity of internal service recovery in the perspective of business profit, and it also discusses the principle and steps of internal service recovery. The main part of this thesis explores the strategy of internal service recovery, and builds a system including identifying service failure, forecasting and controlling of internal service recovery, operating and supporting internal service recovery. And the case in the last is an analysis of what successful internal service recovery should be.
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