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在管理者看来,服务品质的提升就需要不断地做加法,让服务超出顾客期望,带来惊喜。然而,服务时间、频次、强度等服务品质要素的增加并不必然带来顾客满意度的提升,反而会降低顾客满意度。在日益激烈的酒店竞争市场,为了抢夺客源和立于不败之地,许多酒店在服务品质上狠下功夫,做足文章:有的鼓励员工多与顾客交流,甚至做朋友,打破服务人员与顾客保持“亲而不近,疏而不远”的距离的传统做法;有的鼓励服务人员对客服务要做到绝望为止;有的将一些基本服务做成表演秀。
In the manager’s view, improving the quality of service requires constant additions to make the service exceed customer expectations and surprise. However, the increase of service quality factors such as service time, frequency and intensity does not necessarily bring about the improvement of customer satisfaction, but will reduce the customer satisfaction. In the increasingly competitive hotel market, in order to snatch customers and remain invincible, many hotels make great efforts in service quality and spare no effort: some encourage employees to communicate with customers, and even make friends and break the service staff And customers to maintain “Pro and not far, sparse not far ” distance traditional practices; Some encourage service personnel to customer service to be desperate; Some will make some basic services into a show.