外文文献翻译酒店服务质量管理(共15页).docx
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1、精选优质文档-倾情为你奉上毕设附件 外文文献翻译 原文及译文 (3500 字) 原文Study of Service Quality Management in Hotel IndustryBorkar; Sameer Abstract It 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
2、presently adopted quality management tools 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 undertake
3、n to dig out the service quality management practices and its effectiveness. Data analysis is done and presented; hypothesis is tested against the collected data. Since the industry continuously tries to improve upon their services to meet the levels of customer satisfaction; Study presents tools fo
4、r continuous improvement process and how it benefits all the stake holders. 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
5、number of respondents. This limits the study to hotel industry and has scope of including other hospitality service providers as well. Keywords: Customer Satisfaction, Perception, Performance Measurement, Continuous, Improvement Process. Introduction It has brought paradigm shifts in the operations
6、of hospitality industry. The overall perspective 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
7、led to the use of high standards of service 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 environments. The use of new techniques began with the simple moti
8、ve of sophistication and precise activities 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 t
9、he presence 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 which are making the hotels operations safer, focused and reliable and meet the customer expectations. A
10、s the hospitality industry becomes more competitive there is an obvious need to retain clientele as well as increasing profitability and hence management professionals strive to improve guest satisfaction and revenues. The management professionals whom are striving for these results however often ha
11、ve limited understanding of research surrounding 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 Literature Customers of hospitalit
12、y often blame themselves when dissatisfied 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 differ
13、entiates hospitality sector, however there 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 C., 1982) another is that service quality is dete
14、rmined by its fitness for use by internal 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
15、 service specific quality meet or exceed preset standards or promises. This however seems like an easy view within the hospitality industry. The alternative definitions read as follows: 1) quality is excellence; 2) quality is value for money; 3) quality is meeting or exceeding expectations. This app
16、ears better aligned with ideas which exist within hospitality management than the first mentioned simplistic approach. Service quality and value is rather difficult to calculate, companies must therefore rely on guests quality perceptions and expectations to get consistent results which is best achi
17、eved by asking guests questions related to expectations and their perceptions of the service quality, which can effectively be achieved through carefully designed surveys. A major problem with service quality is variability and limited capability and robustness of the service production process. (Gu
18、mmesson E., 1991) Hotels consumers have well-conceived ideas about service quality and quality attributes are considered important for most types of services, the absence of certain attributes may lead consumers to perceive service quality as poor. The presence of these attributes may not substantia
19、lly improve the perceived quality of the service. Most customers would be willing to trade some convenience for a price break, and that the behavior, skill level and performance of service employees are key determinants of perceived quality of services. This is a major challenge in improving or main
20、taining a high level of service quality. (Tigineh M. et al 1992)Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The resultant costs of poor service quality planning lead to lower profitability as part of the service f
21、ailures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guests evaluation of service comprise of two basic distinct dimensions: service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional q
22、uality) is more important than the outcome of the service process (technical quality). This research clearly indicates that effort by staff have a strong effect on guests satisfaction judgments. Companies delivering services must broaden their examination of productivity to help settle conflicts the
23、 leverage synergies between improving service quality and boosting service productivity. ( Parasuraman A. 2002)A key activity is to conduct regularly scheduled review of progress by quality council or working group and management must establish a system to identify areas for future improvement and t
24、o track performance with respect to internal and external customers. They must also track the changing preferences of customer. Continuous improvement means not only being satisfied with doing a good job or process. It is accomplished by incorporating process measurement and team problem solving an
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