酒店的品质取决于服务质量和管理模式外文翻译.docVIP

外文翻译 原文 Managing both Outcome and Process Quality is Critical to Quality of Hotel Service Material Source: Total Quality Management, Vol. 15, No. 3, 259–278, May 2004 Author: Sherriff Ting-kwong Luk Roger Layton Using room service for investigation, this empirical study demonstrates that, additional to the five quality dimensions identified in the original SERVQUAL study, core outcome components constitute a distinct quality dimension crucial for assessment of overall service quality. Effective quality management in the service sector hinges on the management of both outcome and process elements. The results reveal that the relative importance of the individual quality dimension to total service quality should vary from service to service. The findings also support that performance scores outperform gap scores in terms of the reliable measurement of service quality. The present research can be considered a response to the research question pertaining to the domain of service quality. Using room service as the object for study, it aims to answer the question concerning the adequacy of the SERVQUAL scale in measuring quality of hotel service. The major objective is to identify the dimensions that can comprehensively represent the domain of room service quality and to gauge the relative contribution of individual quality dimension to the overall service quality perceived by customers. In addition, there has been a debate on the measurement issue pertaining to the type of score, which refers to gap score versus performance score that should be used for analysis. This issue and its implications for quality management have not been discussed much in previous replication work on hospitality service. The present study also aims to compare the use of gap scores (SERVQUAL) and perception scores (SERVPERF) for more effective measurement of service quality. It is believed that the findings will provide insightful ideas for effective measurement and management of service qualit