文档介绍：华侨大学
硕士学位论文
基于顾客期望的高星级饭店会议产品服务质量管理——福建省
为例
姓名:谭颖
申请学位级别:硕士
专业:旅游管理
指导教师:郑向敏
20100601
摘要
会议业(MICE)在发达国家已经是比较成熟的产业,会议旅游也
已成为国际旅游业中发展最快的市场之一。近几年来,随着经济全球
化和交通运输业的发展,我国的会议旅游业发展迅速,成为许多饭店
的重要客源市场。然而我国的饭店会议接待却相对滞后,无法满足日
益发展的会议需求。因此,本文以会议顾客和饭店管理者为研究对象,
从顾客期望角度出发,旨在挖掘我国高星级饭店会议接待服务的不足
和原因,并提出相应对策。
本文首先对服务质量理论和顾客期望理论进行了梳理,阐明了顾
客期望和服务质量之间的关系。由此说明了了解顾客期望对饭店提高
会议服务质量的重要性。在研究对象的分析上,将研究对象分为会议
顾客和饭店会议管理者。分析两者对饭店会议服务的期望和认知,并
结合问卷调查、访谈等研究方法,获取实证研究数据和信息。利用
SPSS 统计软件对收集的数据进行了分析,最后得出了相关结论。通
过分析顾客对会议服务项目的期望和实际感知差异,将会议服务分为
优先改良型、次要改良型、保持优势型和超越期望型。同时通过数据
分析指出,会议顾客和会议管理者对会议服务质量的认知差异造成了
顾客满意度的低下,并从服务有效性、减少认知差异、提高会议安全
性方面提出相关改进对策。
关键词:顾客期望;饭店会议产品;服务质量;会议顾客;饭店管理者
Abstract
MICE(meeting, incentive, convention&exhibition)
industry has been a mature one in developed countries, and
convention tourism also has been ing one of the fastest
tourism market. In recent years, with economic globalization
and the development of transportation, China's conference
tourism industry developed rapidly, ing an important
source market in many hotels. China's conference reception in
hotel, however, has lagged behind, unable to meet the growing
needs of the market. Therefore, from the perspective of
customer expectations, setting the meeting customers and hotel
managers as the research objects, this article aims to tap the
inadequate and causes of China's high-star hotel conference
reception services, and proposes countermeasures.
After an overall literature review of the Service
Quality Theory and Customer Expectations Theory, the author
first illustrates the relationship between customer
expectation and service quality. It showed the importance of
understanding customer expectations on enhancing hotel service
quality. In this thesis, the author divided research subjects
into meeting customers and hotel conference managers to
analysis their expectations and awareness toward the hotel
conference services. Utilizing questionnair