外文文献翻译酒店服务质量管理Word文档下载推荐.docx

1、Study of Service Quality Management in Hotel Industry Borkar； Sameer AbstractIt is an attempt to understand the role of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools

2、 which are making the hotels operations better focused and reliable and meet the customer expectations. Descriptive research design is used to know the parameters of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality managemen

3、t practices and its effectiveness. Data analysis is done and presented; hypothesis is tested against the collected data o Since the industry continuously tries to improve upon their services to meet the levels of customer satisfaction； Study presents tools for continuous improvement process and how

4、it benefits all the stake holders o It can be inferred from the study that the hotel implement continuous improvement process and quality management tools to remain competitive in the market 。 The study involves hotels of highly competitive market with limited number of respondentso This limits the

5、study to hotel industry and has scope of including other hospitality service providers as well.Keywords: Customer Satisfaction, Perception, Performance Measurement, Continuous, Improvement Process.IntroductionIt has brought paradigm shifts in the operations of hospitality industry. The overall persp

6、ective of the industry is changed due to introduction of new techniques and methods of handling various processes Awareness among the hoteliers and the guests has fuelled the inventions focused on operations. The increased sagacity of customer satisfaction led to the use of high standards of service

7、 in industry. The new service parameters made the hoteliers to implement quality management as an effective aid. It has significantly affected hotels， ability to control and adapt to changing environmentso The use of new techniques began with the simple motive of sophistication and precise activitie

8、s in the given field of operation which may result in high standards of service in global economy and has allowed the rise of a leisure class。Conceptual Framework This study of Service quality management in hospitality industry is an attempt to understand the presence of quality improvement process

9、in hospitality industry and effectiveness in making it sustainable business enterpriseo It is a survey of the presently adopted quality management tools which are making the hotels operationsWK* asafer, focused and reliable and meet the customer expectationsAs the hospitality industry becomes more c

10、ompetitive there is an obvious need to retain clientele as well as increasing profitability and hence management professionals strive to improve guest satisfaction and revenueso The management professionals whom are striving for these results however often have limited understanding of research surr

11、ounding the paradigms of guest satisfaction and loyalty and financial performance. This research paper shall enlighten some of the variables and important facts of service quality resulting into guest satisfaction.Review of LiteratureCustomers of hospitality often blame themselves when dissatisfied

12、for their bad choice. Employees must be aware that dissatisfied customers may not complain and therefore the employees should seek out sources of dissatisfaction and resolve them., （Zeithaml V., 1981, p. 186 190） It is said that service quality is what differentiates hospitality sector, however ther

13、e is not an agreed definition of what service quality is. There is however a few different suggestions of how to define service quality. Dividing it into technical, functional and image components; （Greenrooms Co , 1982） another is that service quality is determined by its fitness for use by interna

14、l and external customers It is accepted that service quality is depends upon guests needs and expectations. A definition of service quality state that quality is simply conformance to specifications, which would mean that positive quality is when a product or service specific quality meet or exceed

15、preset standards or promises. This however seems like an easy view within the hospitality industryo The alternative definitions read as follows: 1） quality is excellence; 2） quality is value for money; 3） quality is meeting or exceeding expectationso This appears better aligned with ideas which exis

16、t within hospitality management than the first mentioned simplistic approach., Service quality and value is rather difficult to calculate, companies must therefore rely on guest s quality perceptions and expectations to get consistent results which is best achieved by asking guests questions related to expectations and their perceptions of the service quality, which can effectively be achieved through carefully designed surveysA major