目录
目录
摘要 ............................................................................................................................................................I
英文摘要 ................................................................................................................................................. III
1绪论 ....................................................................................................................................................... 1
1.1研究背景......................................................................................................................................... 1
1.2研究目的与意义............................................................................................................................. 1
1.2.1研究目的................................................................................................................................. 1
1.2.2研究意义................................................................................................................................. 2
1.3国内外研究综述............................................................................................................................. 2
1.3.1国内研究综述 ......................................................................................................................... 2
1.3.2国外研究综述 ......................................................................................................................... 3
1.3.3研究述评................................................................................................................................. 4
1.4研究内容与研究方法..................................................................................................................... 4
1.4.1研究内容................................................................................................................................. 4
1.4.2研究方法................................................................................................................................. 4
2相关概念和理论基础............................................................................................................................ 6
2.1相关概念......................................................................................................................................... 6
2.1.1服务质量................................................................................................................................. 6
2.1.2感知服务质量 ......................................................................................................................... 6
2.1.3酒店服务质量 ......................................................................................................................... 6
2.2理论基础......................................................................................................................................... 7
2.2.1特许加盟理论 ......................................................................................................................... 7
2.2.2快时尚理论 ............................................................................................................................. 7
2.2.3企业形象理论 ......................................................................................................................... 8
2.2.4区位理论................................................................................................................................. 8
2.3本章小结......................................................................................................................................... 9
3青岛尚客优酒店服务质量建设现状.................................................................................................. 10
3.1尚客优酒店概况........................................................................................................................... 10
3.1.1酒店简介............................................................................................................................... 10
3.1.2酒店分布............................................................................................................................... 10
3.1.3服务人员配置 ....................................................................................................................... 11
3.1.4经营业绩............................................................................................................................... 11
3.2尚客优酒店服务内容与标准建设............................................................................................... 12
3.3.1酒店服务模式 ....................................................................................................................... 12
3.3.2酒店服务内容 ....................................................................................................................... 12
3.3.3酒店服务标准 ....................................................................................................................... 13
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东北农业大学工商管理硕士学位论文
3.3酒店服务质量把控....................................................................................................................... 14
3.4本章小结....................................................................................................................................... 14
4青岛尚客优酒店服务质量顾客满意度调查与分析.......................................................................... 15
4.1调查问卷设计及调查实施........................................................................................................... 15
4.1.1调查问卷设计 ....................................................................................................................... 15
4.1.2调查问卷发放与回收 ........................................................................................................... 17
4.2调查结果统计............................................................................................................................... 17
4.2.1顾客人口学特征统计 ........................................................................................................... 17
4.2.2青岛尚客优酒店服务质量调查总体结果 ........................................................................... 18
4.2.3青岛尚客优酒店服务质量不同维度调查结果 ................................................................... 19
4.2.4不同顾客对青岛尚客优酒店服务质量评价的差异 ........................................................... 22
4.3青岛尚客优酒店服务质量存在的问题与原因........................................................................... 23
4.4本章小结....................................................................................................................................... 24
5青岛尚客优酒店服务质量提升措施.................................................................................................. 25
5.1酒店区位科学选址....................................................................................................................... 25
5.1.1立足于新区进行选址 ........................................................................................................... 25
5.1.2重视区位环境 ....................................................................................................................... 25
5.1.3与周边相关商家密切合作 ................................................................................................... 26
5.2以快时尚引领尚客优的装饰美化............................................................................................... 26
5.2.1客房以外的装饰美化 ........................................................................................................... 26
5.2.2客房内部的布置美化 ........................................................................................................... 27
5.2.3装饰美化突出品牌形象 ....................................................................................................... 27
5.3强化酒店购物和康娱服务........................................................................................................... 27
5.3.1强化酒店内部的生活购物 ................................................................................................... 28
5.3.2强化酒店内部的健康娱乐设施 ........................................................................................... 28
5.4优化人员与门店组织建设........................................................................................................... 28
5.4.1增强人员素质 ....................................................................................................................... 28
5.4.2优化门店组织 ....................................................................................................................... 29
5.5本章小结....................................................................................................................................... 30
6结论与展望 ......................................................................................................................................... 31
6.1结论............................................................................................................................................... 31
6.2展望............................................................................................................................................... 31
致谢 ......................................................................................................................................................... 33
参考文献 ................................................................................................................................................. 34
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CONTENTS
CONTENTS
Abstract in Chinese...................................................................................................................................I
Abstract ................................................................................................................................................ III
1 Introduction........................................................................................................................................... 1
1.1 Research background ..................................................................................................................... 1
1.2 Research purpose and significance ................................................................................................ 1
1.2.1 Research purpose...................................................................................................................... 1
1.2.2 Research significance ............................................................................................................. 2
1.3 Research status domesticand abroad .............................................................................................. 2
1.3.1 Domestic research status .......................................................................................................... 2
1.3.2 Research status abroad ............................................................................................................ 3
1.3.3 Research review........................................................................................................................ 4
1.4 Research contents and methods ..................................................................................................... 4
1.4.1 Research content....................................................................................................................... 4
1.4.2 Research methods ................................................................................................................... 4
2 Related concepts and theoretical basis .............................................................................................. 6
2.1 Related concepts.............................................................................................................................. 6
2.1.1 Service quality.......................................................................................................................... 6
2.1.2 Perceived service quality ........................................................................................................ 6
2.1.3 Hotel service quality ............................................................................................................... 6
2.2 Theoretical basis.............................................................................................................................. 7
2.2.1 Franchising theory.................................................................................................................... 7
2.2.2 Fast fashion theory .................................................................................................................. 7
2.2.3 Corporate image theory .......................................................................................................... 8
2.2.4 Location theory ....................................................................................................................... 8
2.3 Summary of this chapter ................................................................................................................ 9
3 Qingdao Shangkeyou Hotel Service quality situation...................................................................... 10
3.1 Shangkeyou Hotel profile.............................................................................................................. 10
3.1.1 Hotel introduction ................................................................................................................. 10
3.1.2 Hotel distribution.................................................................................................................... 10
3.1.3 Service personnel.................................................................................................................... 11
3.1.4 Business performance ........................................................................................................... 12
3.2 Shangkeyou Hotel service content and standard construction....................................................... 12
3.3.1 Hotel service mode................................................................................................................. 12
3.3.2 Hotel service content .............................................................................................................. 12
3.3.3 Hotel service standards........................................................................................................... 13
III
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