【毕业论文】论七天连锁酒店服务质量管理.docVIP

毕业设计（论文） 题目：论七天连锁酒店服务质量管理 论七天连锁酒店服务质量管理 摘要 随着服务业在社会经济中的地位与日俱增，服务质量在国际管理学科中己成为一个很有活力的研究课题。酒店服务质量管理的提升成为酒店提高竞争力最为关键的因素，如果酒店服务质量管理做不到与时俱进，则将失去竞争的根本。 本文以佛山地区的七天连锁酒店为研究对象，首先阐述了研究的目的与意义，对服务定义、概念以及服务质量相关理论进行了研究。;在理论分析的基础上，以问卷调查的方式对酒店的服务质量现状进行调查研究，并对调查结果进行了统计和分析，对酒店的服务质服务质量对策研究SEVEN DAYS IN A CHAIN HOTEL MANAGEMENT SERVICE QUALITY ANALYSIS OF THE STATUS QUO AND CUNTERMEASURES ABSTRACT With the services sector in the growing socio-economic status, quality of service disciplines in international management has become a very dynamic research. Hotel Service Quality Management to upgrade the hotel to enhance their competitiveness to become the most critical factors, quality of service if the hotel management can not advance with thetimes,the loss of competitiveness will be fundamental. In this paper, seven days a chain of hotels for the study, first of all explained the purpose and significance of the study, quality of service definitions, concepts and theories related to the quality of service were studied. And then to study and research the background of the analysis; in the theoretical analysis, based on the way to survey the quality of service to the hotel to investigate and study the status quo, and to investigate the findings of the statistics and analysis on the hotels services judge the quality of issues. Evaluation results can be an objective for the upgrading of the hotel provide the basis for quality of service. The use of quality of service management theory in the gap model of service quality of service to the hotel there is the question of the analysis, an analysis of these root causes of quality problems, and then the quality of those targeted to solve the corresponding measures, and how smooth and effective implementation of quality improvement measures to the recommendations given. Key words: hotels；Quality of Service；Countermeasures；Research1 绪论 1 1.1 课题背景及目的 1 1.2 国内外研究状况 1 2 酒店服务质量的内涵 3 2.1服务质量的含义 3 2.2酒店服务质量的特点 3 2.3影响酒店服务质量的因素 5 3