文献类型：期刊文献

中文题名：酒店前厅服务质量与顾客满意度分析——以北京诺富特和平宾馆为例

英文题名：An Analysis of Service Quality of Front Office in Hotels and Customer Satisfaction——A Case Study of Novotel Peace Beijing Hotel

作者：罗振鹏[1];刘聪[1]

第一作者：罗振鹏

机构：[1]北京联合大学旅游学院

第一机构：北京联合大学旅游学院

年份：2007

卷号：22

期号：3

起止页码：58-63

中文期刊名：旅游学刊

外文期刊名：Tourism Tribune

收录：CSTPCD;;国家哲学社会科学学术期刊数据库;北大核心:【北大核心2004】；社科基金资助期刊;CSSCI:【CSSCI2006_2007】；

语种：中文

中文关键词：酒店前厅;服务质量;顾客满意

外文关键词：front office ; service quality; customer satisfaction

摘要：前厅部作为酒店的窗口,直接代表了整个酒店的形象,不仅如此,前厅部还承担了酒店的大量工作,重要性不言而喻。只有提供高效和优质的服务,才能让顾客感到满意。运用科学的方法搜集信息并进行分析,发现酒店存在的问题和漏洞,并对酒店前厅服务质量进行评估和检测,提出补救方法和改进建议,成为各个酒店的当务之急。总之,提高酒店服务质量,可以增加顾客的满意度,并促进酒店经营的良性发展以及增强酒店的竞争优势。
As the showcase of a hotel, front office represents the image of a hotel. Furthermore, it undertakes a great deal of work for the hotel, so its importance is obvious. Only by providing efficient and superior service, can we ensure customer satisfaction. It is an urgent task to be accomplished by different hotels to collect information with scientific methods and make an analysis, to find out problems and flaws, to make assessment of service quality, of front office and to offer remedy and suggestions for improvement. In general, upgrading service quality in a hotel can enhance customer satisfaction, promote sound development of the operation and strengthen a hotel＇s competitiveness in the market.