2、命。一個(gè)飯店要獲得成功，就必須以服務(wù)質(zhì)量求生存，以服務(wù)質(zhì)量求信譽(yù)，以服務(wù)質(zhì)量贏得市場(chǎng)，以服務(wù)質(zhì)量取得經(jīng)濟(jì)和社會(huì)效益。因此,服務(wù)質(zhì)量的測(cè)定與管理是飯店業(yè)經(jīng)營(yíng)管理的關(guān)鍵要素和重要內(nèi)容。文章通過(guò)對(duì)現(xiàn)在哈爾濱華融飯店的服務(wù)現(xiàn)狀的分析，發(fā)現(xiàn)飯店屮存在的問(wèn)題，提岀了合理性建議，期待能夠?qū)μ嵘埖甑姆?wù)質(zhì)量起到一定的積極作用，滿足顧客期望，達(dá)到優(yōu)質(zhì)服務(wù)，從血更好的提升飯店的社會(huì)效益和經(jīng)濟(jì)效益。關(guān)鍵詞：華融飯丿占；服務(wù)質(zhì)量；服務(wù)質(zhì)量管理StudyonTheProblemsandCountermeasuresofHarbi
3、nSinowayHotelServiceQualityAbstractWiththedevelopmentoftimeandeconomicstatusinthesociety,serviceindustryrosesharply,servicequalityhasbecomeaveryimportantresearchtopicininternationalmanagementdiscipline,thecorecompetitivenessofthehotelaremostlyattributedto
4、thehotelservicequality,soastoimprovethehotelservicequalityistoimprovethecompetitivenessofthemostcriticalfactors.Thehotelisoneofthethreepillarsofthetourismindustry,andthequalityofserviceisthehotelindustryslife.Ahoteltobesuccessful,mustbebasedontheservicequ
5、alityofsurvival,tothequalityofserviceandreputation,winthemarketwithqualityofservice,makeeconomicandsocialbenefitstothequalityofservice.Therefore,measurementandmanagementofservicequalityisthekeyfactortothemanagementofhotelindustryandtheimportantcontentof.B
6、asedontheanalysisofpresentsituationofHarbinSinowayhotelservicenow,findthehotelintheexistingproblems,putforwardreasonablesuggestions,lookingforwardtoapositiveroletoimprovethehotelservicequality,meetcustomerexpectations,highqualityservice,andimprovethesocia
7、lbenefitandeconomicbenefitofhotel.Keywords:SinowayHotel;servicequality;servicequalitymanagement目錄摘要IAbstractIIH錄I緒論I1飯店服務(wù)質(zhì)量概述21」飯店服務(wù)質(zhì)量的定義21.1.1有形產(chǎn)品質(zhì)量21.1.2無(wú)形產(chǎn)品質(zhì)量21.2影響飯店服務(wù)質(zhì)量的因素2121服務(wù)人員21.2.2材料與設(shè)施21.2.3環(huán)境21.3提升飯店服務(wù)質(zhì)量的意義21.3.1激發(fā)員工主動(dòng)性21.3.2約束員工行為31.3.3樹(shù)立和鞏固飯
8、店的對(duì)外形象32哈爾濱華融飯店服務(wù)質(zhì)量現(xiàn)狀及存在的問(wèn)題42」哈爾濱華融飯店服務(wù)質(zhì)量現(xiàn)狀42.1.1華融飯店簡(jiǎn)介42.1.2華融飯店服務(wù)理念及執(zhí)行標(biāo)準(zhǔn)42.1.3華融飯店服務(wù)質(zhì)量評(píng)價(jià)現(xiàn)狀42.2哈爾濱華融飯店服務(wù)質(zhì)量存在的問(wèn)題52.2.1飯店服務(wù)質(zhì)量保證體系不健全52.2.2飯店管理者服務(wù)質(zhì)量管理意識(shí)較弱52.2.3飯店員工服務(wù)水平較低52.2.4飯店確保服務(wù)質(zhì)量的“硬件”和“軟件”不匹配63提高哈爾濱華融飯店服務(wù)質(zhì)量的對(duì)策73
