An Empirical Study on the Internal Service Quality Gaps in the Hotel Industry, Using the Hubei hotel as an Example

被引：0

作者：

Yang, Lijun ^{[1
]}

Xu, Hangjun ^{[1
]}

机构：

[1] Xiamen Univ, Sch Management, Dept Tourism & Hospitality Management, Xiamen 361005, Fujian, Peoples R China

来源：

PROCEEDINGS OF INTERNATIONAL SYMPOSIUM ON GREEN HOSPITALITY AND TOURISM MANAGEMENT | 2010年

关键词：

Hotel enterprise; service quality; service quality gap model; service profit chain;

D O I：

暂无

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

The service industry is playing a more and more important role in the community economy, but its average profit has continued to decline in the past 10 years. This paper attempts to use the service quality gap model and "service profit chain" theory to reveal the problem. In addition, this article uses Hubei Hotels as a research case to get some rectification views on the internal service quality gaps of hotel enterprises.

引用

页码：278 / 283

页数：6

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