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本文在对一系列文献研究等活动为研究基础,在某宾馆开展相应的问卷调查,对宾馆敬业爱岗精神、合作精神、管理人员关心员工、员工行为考核方法、管理人员重视程度、授权、顾客导向、人力资源管理与开发、服务程序控制等九个角度上的服务质量管理措施可能发生影响宾馆服务质量的程度开展了相应的实证研究。自从中国大陆执行改革开放政策至今,中国大陆宾馆业获得了迅速发展。在市场竞争日趋激烈的过程中,宾馆管理人员已经愈发明确地认识到:若欲不断提高其经济效率、对竞争优势加
Based on a series of literature research and other activities for the study, a questionnaire survey was carried out in a hotel to show the dedication and cooperation spirit of the hotel, the management staff concerned about the staff, the staff behavior assessment method, the management degree, the authorization, the customer Oriented, human resource management and development, service process control and other nine aspects of service quality management measures may affect the extent of the hotel service quality carried out the corresponding empirical research. Since the implementation of China’s reform and opening up policy so far, China’s hotel industry has enjoyed rapid growth. In the increasingly fierce market competition in the process, hotel managers have increasingly and clearly recognized: If you want to continuously improve its economic efficiency, competitive advantage plus