酒店的品质取决于服务质量和管理模式【外文翻译】

《酒店的品质取决于服务质量和管理模式【外文翻译】》由会员上传分享，免费在线阅读，更多相关内容在应用文档-天天文库。

1、外文翻译原文ManagingbothOutcomeandProcessQualityisCriticaltoQualityofHotelServiceMaterialSource:TotalQualityManagement,Vol.15,No.3,259–278,May2004Author:SherriffTing-kwongLuk&RogerLaytonUsingroomserviceforinvestigation,thisempiricalstudydemonstratesthat,additionaltothefivequalitydimensionside

2、ntifiedintheoriginalSERVQUALstudy,coreoutcomecomponentsconstituteadistinctqualitydimensioncrucialforassessmentofoverallservicequality.Effectivequalitymanagementintheservicesectorhingesonthemanagementofbothoutcomeandprocesselements.Theresultsrevealthattherelativeimportanceoftheindividual

3、qualitydimensiontototalservicequalityshouldvaryfromservicetoservice.Thefindingsalsosupportthatperformancescoresoutperformgapscoresintermsofthereliablemeasurementofservicequality.Thepresentresearchcanbeconsideredaresponsetotheresearchquestionpertainingtothedomainofservicequality.Usingroo

4、mserviceastheobjectforstudy,itaimstoanswerthequestionconcerningtheadequacyoftheSERVQUALscaleinmeasuringqualityofhotelservice.Themajorobjectiveistoidentifythedimensionsthatcancomprehensivelyrepresentthedomainofroomservicequalityandtogaugetherelativecontributionofindividualqualitydimensio

5、ntotheoverallservicequalityperceivedbycustomers.Inaddition,therehasbeenadebateonthemeasurementissuepertainingtothetypeofscore,whichreferstogapscoreversusperformancescorethatshouldbeusedforanalysis.Thisissueanditsimplicationsforqualitymanagementhavenotbeendiscussedmuchinpreviousreplicati

6、onworkonhospitalityservice.Thepresentstudyalsoaimstocomparetheuseofgapscores(SERVQUAL)andperceptionscores(SERVPERF)formoreeffectivemeasurementofservicequality.Itisbelievedthatthefindingswillprovideinsightfulideasforeffectivemeasurementandmanagementofservicequalityinthehotelsector.Notmuc

7、hresearchonhospitalityservicerecognizestheimportanceofoutcomeattributestoguests’evaluationofservicequality.Amongafew,Johns&Tyas(1996,p.323)contendedthatforcateringservice‘thefoodcomponentwouldaprioribeexpectedtooccupyacentralroleintheservicemix’.Inasimilarvein,Genestre&Herbig(1