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本文就酒店业在有形服务品质方面存在的问题进行探究,对顾客的需求及满意度进行分析,提出能有效地提升酒店有形服务质量的措施,让酒店在激烈的市场竞争中生存并发展。
In this paper, the hotel industry in the physical quality of existing problems to explore the customer needs and satisfaction analysis, put forward to effectively improve the quality of the hotel tangible measures to enable hotels in the fierce competition in the market to survive and develop.