| 从投诉问题看酒店规范化管理 |
| |
| 引用本文： | 唐岭.从投诉问题看酒店规范化管理[J].安徽职业技术学院学报,2005,4(3):59-62. |
| |
| 作者姓名： | 唐岭 |
| |
| 作者单位： | 合肥学院,旅游系,安徽,合肥,230022 |
| |
| 摘 要： | 投诉分析是衡量酒店服务质量的重要标杆,酒店客人投诉的起因多种多样,而解决的关键主要在于规范化管理的完善。旅游酒店应在建立完善规范标准化服务的基础上,为酒店市场提供有针对性的个性化服务,创立服务品牌。
|
| 关 键 词： | 投诉 规范化 标准化 个性化 |
| 文章编号： | 1672-9536(2005)03-0059-04 |
| 修稿时间： | 2005年8月10日 |
Normative Service Management in Hotels from the Analyses of Complaints |
| |
| TANG Ling.Normative Service Management in Hotels from the Analyses of Complaints[J].Journal of Anhui Vocationcal Technical College,2005,4(3):59-62. |
| |
| Authors: | TANG Ling |
| |
| Abstract: | Analyses of service complaints are an important target in the hotel’s service quality. The causes of the hotel guests’ complains are so varied that the key to solve the problem lies in the perfection of the normative management. Based on the establishment of normalization, it should be explored how to provide the characteristic service to promote the market of the hotel. |
| |
| Keywords: | service complaint normalization standard chara-cteristic |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
|
