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浅析饭店业中顾客的服务质量期望

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摘要 服务质量期望是在多种因素综合作用下形成的,在评估服务质量时,顾客会对他们预期的服务与他们感觉中的服务进行比较。因此,服务质量期望又是决定顾客感知服务质量和满意度的主导因素之一。同样的理论适用于饭店的管理,因此,在饭店的管理中,要有效地满足顾客的需要,实现其服务质量期望,提高顾客的满意度,就应当通过各种措施来了解和调节顾客的服务质量期望。
作者 李锋
机构地区 东北财经大学
出处 《市场周刊》 2006年第8期46-47,共2页 Market Weekly
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