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在未来的日子里,旅游企业要想生存下去就得开动脑子找窍门,想顾客所想,急顾客所急,为他们提供优质服务。要做到这点,就得遵循两个信条:信条之一,顾客总是对的;信条之二,假如顾客真有什么不对之处的话,那就重温一下信条一。在旅游产品质量和服务质量方面,这两个信条都是适用的。相比之下,旅游产品的质量易在量化上体现出来,而服务质量的问题就难于表达出来了,譬如友好的程度究竟如何体现?什么才算真正的友好呢?在现实生活中,你所能作出衡量的大多数是一件件、一桩桩具体的服务项目。
In the days to come, tourism enterprises have to start their brains to survive if they want to survive. They think that what they think is what their customers want, they are in urgent need of customers, and provide them with excellent services. To do this, you have to follow two creeds: one of the creed, the customer is always right; creed two, if the customer really what is wrong, then review the creed one. Both creed apply in terms of both the quality of travel products and the quality of service. In contrast, the quality of travel products is easily quantified, and the quality of service is difficult to express. For example, what is the level of friendliness? What is really friendly? In real life, Most of the measures that can be made are pieces, concrete pieces of service.