the eighth chapter, hotel service quality management（第章 饭店服务质量管理）

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1、Theeighthchapter,hotelservicequalitymanagement（第8章饭店服务质量管理）Theeighthchapterofhotelservicequalitymanagement.Txt35isawarmcolorofnature,discerningcraftsmentoshowittoperfection;warmisamusicbeatnote,thedelicatefeelingsofthesingerstoexpressitwasreallypuret

2、otheeighthchapterofhotelservicequalitymanagementMaincontentsofthischapter:Section1overviewofhotelservicequalityThesecondsectionistheevaluationandanalysisofhotelservicequalityThirdsectionhotelservicequalitymanagementmethodSection1overviewofhotelservic

3、equalitymanagementSERVICESmile(smiling):smiletoentertainguestsExcellence(excellent):businessmasteryReady(ready):alwaysbereadytoservetheguestsViewing:treateachguestasaspecialandimportantpersonInvitation(invitation):inviteeveryguesttocomeagainCreating(

4、creation):createawarmatmosphereforguestsEye(eyes):showconcernforguestswiththeireyesI.hotelservicequality(I)tangibleproductquality:Tangibleproductquality:Tangibleproductquality:(two)intangibleproductquality;Two,thecharacteristicsofhotelservicequalityT

5、wo,thecharacteristicsofhotelservicequalityTwo,thecharacteristicsofhotelservicequalityTwo,thecharacteristicsofhotelservicequalityEvaluationandanalysisofservicequalityinsecondsectionsI.hotelservicequalityevaluationsystem(I)customerevaluationTheformofcu

6、stomerevaluation(I)customerevaluationTheformofcustomerevaluationCharacteristicsofcustomerevaluation(two)hotelevaluationTheformofhotelevaluation(two)hotelevaluationTheformofhotelevaluationWhatarethecharacteristicsofhotelevaluation?(three)thirdpartyeva

7、luationThethirdpartymainlyreferstotheadministrativedepartmentsoftourismandtradeassociationsofthestate,theprovinces,municipalitiesandcounties.Theformofthirdpartyevaluation(three)thirdpartyevaluationThethirdpartymainlyreferstotheadministrativedepartmen

8、tsoftourismandtradeassociationsofthestate,theprovinces,municipalitiesandcounties.TheformofthirdpartyevaluationThecharacteristicsofthethirdpartyevaluationTwo,hotelservicequalityanalysisMainmethod:CircularanalysischartPermutationanalysischartCausalanal