酒店服务质量管理外文文献翻译
关于酒店服务的英语文章
The Essence of Hotel Service: Creating Memorable Guest ExperiencesIn the highly competitive world of hospitality, providing exceptional service is not just a necessity, but a key differentiator that sets one hotel apart from the rest. Hotel service, at its core, is about creating memorable guest experiences, tailored to meet the unique needs and expectations of every individual visitor. It begins with a warm welcome and extends throughout theentire duration of the stay, ensuring that guests feel comfortable, satisfied, and well-cared for.To achieve this, hotels must have a well-trained and dedicated staff who understand the importance of providing impeccable service. Frontline employees, from receptionists to housekeeping staff, must be professional, polite, and proactive in anticipating and fulfilling guest needs. They must also be equipped with the necessary skills and knowledge to handle various situations, from handling complaints gracefully to providing timely assistance during emergencies.Beyond basic customer service skills, hotels must also invest in creating a culture of service excellence. This involves fostering a work environment that encourages innovation, teamwork, and continuous improvement. By fostering a culture where employees feel valued and motivated, hotels can ensure that their staff are not just meeting expectations, but exceeding them.In addition to staff training and culture, hotels must also pay attention to the physical aspects of their service. This includes maintaining clean and comfortable facilities, providing high-quality linens and amenities, and ensuring that all areas of the hotel, from the lobby to the guest rooms, reflect the desired brand image and atmosphere.Moreover, hotels must stay up-to-date with technologyto enhance the guest experience. From digital check-in and keyless room entry to interactive concierge services and online bookings, technology can significantly improve efficiency and convenience for guests. By leveraging technology, hotels can streamline processes, improve communication, and personalize services to meet the unique preferences of each guest.However, it's not just about the tangible aspects of service. The intangible elements, such as the emotional connection between guests and staff, are equally important.A smile, a kind word, or a genuine act of kindness canleave a lasting impression on guests and turn them into loyal, repeat customers.In summary, hotel service is about creating memorable experiences for guests by providing impeccable service, fostering a culture of excellence, maintaining high-quality facilities, leveraging technology, and fostering emotional connections. By doing so, hotels can ensure that their guests not only have a comfortable and satisfying stay, but also become brand ambassadors, sharing their positive experiences with others and driving business growth.**酒店服务的精髓：创造难忘的宾客体验**在竞争激烈的酒店业中，提供卓越的服务不仅是必要的，而且是让一家酒店脱颖而出的关键。
酒店服务质量管理外文文献翻译
酒店服务质量管理外文文献翻译This article examines the issue of service quality management in the hotel industry。
The importance of providing high-quality service to customers is emphasized。
as it is a key factor in customer XXX can use to improve their service quality。
such as employee training。
customer feedback。
and service recovery。
nally。
the article highlights the role of technology in service quality management and the XXX.In the hotel industry。
providing high-XXX service during their stay。
and any ings in service quality can lead to negative reviews and a loss of business。
Therefore。
XXX service quality management in order to XXX.XXX employees。
hotels XXX。
problem-solving。
XXX。
hotels XXX.XXX of service quality management is service recovery。
Even with the best ns and efforts。
mistakes and service failuresXXX must have a plan in place for addressing these XXX refunds。
外文文献翻译酒店服务质量管理
毕设附件外文文献翻译原文及译文(3500 字)原文Study of Service Quality Management in Hotel IndustryBorkar; SameerAbstractIt is an attempt to understand the role of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations better focused and reliable and meet the customer expectations. Descriptive research design is used to know the parameters of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality management practices and its effectiveness. Data analysis is done and presented; hypothesis is tested against the collected data. Since the industry continuously tries to improve upon their services to meet the levels of customer satisfaction; Study presents tools for continuous improvement process and how it benefits all the stake holders. It can be inferred from the study that the hotel implement continuous improvement process and quality management tools to remain competitive in the market. The study involves hotels of highly competitive market with limited number of respondents. This limits the study to hotel industry and has scope of including other hospitality service providers as well.Keywords: Customer Satisfaction, Perception, Performance Measurement, Continuous, Improvement Process.IntroductionIt has brought paradigm shifts in the operations of hospitality industry. The overall perspective of the industry is changed due to introduction of new techniques and methods of handling various processes. Awareness among the hoteliers and the guests has fuelled the inventions focused on operations. The increased sagacity of customer satisfaction led to the use of high standards of service in industry. The new service parameters made the hoteliers to implement quality management as an effective aid. It has significantly affected hotels' ability to control and adapt to changing environments. The use of new techniques began with the simple motive of sophistication and precise activities in the given field of operation which may result in high standards of service in global economy and has allowed the rise of a leisure class.Conceptual Framework This study of Service quality management in hospitality industry is an attempt to understand the presence of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations safer, focused and reliable and meet the customer expectations.As the hospitality industry becomes more competitive there is an obvious need to retain clientele as well as increasing profitability and hence management professionals strive to improve guest satisfaction and revenues. The management professionals whom are striving for these results however often have limited understanding of research surrounding the paradigms of guest satisfaction and loyalty and financial performance. This research paper shall enlighten some of the variables and important facts of service quality resulting into guest satisfaction.Review of LiteratureCustomers of hospitality often blame themselves when dissatisfied for their bad choice. Employees must be aware that dissatisfied customers may not complain and therefore the employees should seek out sources of dissatisfaction and resolve them. (Zeithaml V., 1981, p.186 -190)It is said that service quality is what differentiates hospitality sector, however there is not an agreed definition of what service quality is. There is however a few different suggestions of how to define service quality. Dividing it into technical, functional and image components; (Greenrooms C., 1982) another is that service quality is determined by its fitness for use by internal and external customers. It is accepted that service quality is depends upon guest's needs and expectations. A definition of service quality state that quality is simply conformance to specifications, which would mean that positive quality is when a product or service specific quality meet or exceed preset standards or promises. This however seems like an easy view within the hospitality industry. The alternative definitions read as follows: 1) quality is excellence; 2)quality is value for money; 3) quality is meeting or exceeding expectations. This appears better aligned with ideas which exist within hospitality management than the first mentioned simplistic approach. Service quality and value is rather difficult to calculate, companies must therefore rely on guest's quality perceptions and expectations to get consistent results which is best achieved by asking guest's questions related to expectations and their perceptions of the service quality, which can effectively be achieved through carefully designed surveys.A major problem with service quality is variability and limited capability and robustness of the service production process. (Gummesson E., 1991) Hotels consumers have well-conceived ideas about service quality and quality attributes are considered important for most types of services, the absence of certain attributes may lead consumers to perceive service quality as poor. The presence of these attributes may not substantially improve the perceived quality of the service. Most customers would be willing to trade some convenience for a price break, and that the behavior, skill level and performance of service employees are key determinants of perceived quality of services. This is a major challenge in improving or maintaining a high level of service quality. (Tigineh M. et al 1992)Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The resultant costs of poor service quality planning lead to lower profitability as part of the service failures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guest's evaluation of service comprise of two basic distinct dimensions:service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional quality) is more important than the outcome of the service process (technical quality). This research clearly indicates that effort by staff have a strong effect on guest's satisfaction judgments.Companies delivering services must broaden their examination of productivity to help settle conflicts –the leverage synergies –between improving service quality and boosting service productivity. ( Parasuraman A. 2002)A key activity is to conduct regularly scheduled review of progress by quality council or working group and management must establish a system to identify areas for future improvement and to track performance with respect to internal and external customers. They must also track the changing preferences of customer. Continuous improvement means not only being satisfied with doing a good job or process. It is accomplished by incorporating process measurement and team problem solving an all work activities. Organization must continuously strive for excellence by reducing complexity, variation and out of control process. Plan-D-Study-Act (PDSA) developed by Shewhart and later on modified by Deming is an effective improvement technique. First Plan carefully, then carry out plan, study the results and check whether the plan worked exactly as intended and act on results by identifying what worked as planned and what didn't work. Continuous process improvement is the objective and these phases of PDSA are the framework to achieve those objectives. (Besterfield D. et al 2003)The 'servicescape' -is a general term to describe the physical surroundings ofa service environment (Reimer 2005, p. 786) such as a hotel or cruise ship. Guests are sometimes unconsciously trying to obtain as much information as possible through experiences to decrease information asymmetries This causes guests to look for quality signals or cues which would provide them with information about the service, which leads us to 'cue utilization theory'. Cue utilization theory states that products or services consist of several arrays of cues that serve as surrogate indicators of product or service quality. There are both intrinsic and extrinsic cues to help guests determine quality. Consequentially, due to the limited tangibility of services, guests are often left to accept the price of the experience and the physical appearance or environment of the hotel or cruise ship itself as quality indicators. Though there are many trade and academic papers discussing guest satisfaction has been published, one can note that limited attention has been paid to the value perception and expectations guests have towards product delivery and influence price guests pay for an experience has on satisfaction and future spending. Furthermore it is also known that the role of pricing in relation to guest determinants of perceived quality of services. This is a major challenge in improving or maintaining a high level of service quality. (Tigineh M. et al 1992) Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality.The resultant costs of poor service quality planning lead to lower profitability as part of the service failures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guest's evaluation of service comprise of two basicdistinct dimensions: service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional quality) is more important than the outcome of the service process (technical quality). This research clearly indicates that effort by staff have a strong effect on guest's satisfaction judgments. Companies delivering services must broaden their examination of productivity to help settle conflicts –the leverage synergies –between improving service quality and boosting service productivity. ( Parasuraman A. 2002)Telephonic conversation with peers and friends in hospitality industry worked a wonder giving lots of inputs in drafting this paper. Secondary data sources- For this study, data sources such as hospitality journals, Books on service quality management, organization behavior, URL on internet of various hospitality majors. Referring hospitality publications were helpful in knowing the current inventions in industry.Research Tools: Descriptive research design is used to know the attributes of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality management practices and its effectiveness. Data analysis is done and presented in tables. The hypothesis is tested against the collected data.Hypotheses: The hypotheses framed for the subject areHypothesis 1: Implementing service quality management as a tool for improvement in Customer Satisfaction.Hypothesis 2: Practicing Continuous Improvement program has benefited hotel. Limitation & Scope of the Study: Though there was a specific questionnaire used for collecting information, the objective of the paper was well discussed with the every contributor and whatever the information was provided by these sources is arranged for further analysis. The analysis of the available data is done on the relevance to the topic. The effectiveness of the technology in conservation of resources was always a point of consideration. The data is sifted for making it as precise as possible.Analysis and DiscussionsThere is a significant relationship between service quality management and customer satisfaction. In hospitality industry, the customer satisfaction variables such as Availability, Access, Information, Time, delivery of service, availability of personal competence, Comfortable and safer atmosphere and pollution free environment are of prime concern to every hotelier. The industry continuously tries to improve upon their services to meet the levels of customer satisfaction.The intangible nature of the service as a product means that it could be very difficult to place quantifiable terms on the features that contribute to the quality and measurement of the quality of the product is a problem for Service quality management.The customer is frequently directly involved in the delivery of the service and as such introduces an unknown and unpredictable influence on the process. The customer variability in the process makes it difficult to determine the exactrequirements of the customer and what they regard as an acceptable standard of service.This problem is magnified as it is often judgmental, based on personal preferences or even mood, rather than on technical performance that can be measured. Every hotel has a target market to cater which has very specific requirement in terms of expected and perceived quality of service.The customers come with different perception of quality every time they come to hotel and this makes it quite difficult to define quality and set the level of it. It requires hotel to continuously compare their perception against customer perception in terms of satisfaction measurement with performance measurement. The study has shown that the effective tools which management of various hotels uses for continuous improvement process and how it is dissipated amongst all the stake holders.译文酒店业服务质量管理研究博卡;萨米尔摘要本文旨在研究酒店业中质量改进过程的作用以及如何有效地推动企业的可持续发展。
酒店服务质量外文文献翻译
文献出处: : Mbuthia Mbuthia S, Muthoni C, Muchina S. HOTEL SERVICE QUALITY: PERCEPTIONS AND SATISFACTION AMONG DOMESTIC GUESTS IN KENYA [J]. Arabian Journal of Business and Management Review (Oman Chapter), 2013, 2(8): 22-32.原文HOTEL SERVICE QUALITY: PERCEPTIONS AND SATISFACTIONAMONG DOMESTIC GUESTS IN KENYASusan ；Caroline; StephenINTRODUCTION In Kenya, tourism is the foremost earner of foreign exchange and it contributed to to Ksh Ksh Ksh 100 100 100 billion billion billion of of of the the the GDP GDP GDP in in in 2011. 2011. 2011. According According According to to to Republic Republic Republic of of of Kenya Kenya Kenya (2012), (2012), tourism made a direct contribution to the growth of hotel industry and other related sectors. Hotels on the other hand have to invest in managing their relationships with customers customers and and and maintaining maintaining maintaining quality quality quality to to to ensure ensure ensure that that that customers customers customers whose whose whose loyalty loyalty loyalty is is is in in in the the short term will continue to be loyal in the long term. The growth in tourism is well anticipated anticipated as as as evident evident evident in in in studies studies studies and and and analyses analyses analyses conducted conducted conducted by by by experts experts experts and and and relevant relevant organizations in this industry. Kenya is home to host of five star luxury hotels most of multinational owned or franchised franchised such such such as as as Hilton Hilton Hilton Nairobi, Nairobi, Nairobi, Serena Serena Serena hotels hotels hotels and and and the the the Fairmont. Fairmont. Fairmont. There There There is is is also also also a a wide range of domestic hotels and hospitality enterprises whose service offering not only complements those of world class hotels but also serve the domestics guests or tourists. Domestic Domestic tourism tourism tourism especially especially especially in in in the the the developing developing developing world world world has has has for for for a a a long long long time time time been been viewed viewed as as as inconsequential. inconsequential. inconsequential. Gerosa Gerosa Gerosa (2003) (2003) (2003) states states states that that that domestic domestic domestic tourism tourism tourism is is is "often "often overseen", despite case studies showing a greater impact particularly on the informal sector than international tourism. Domestic tourism in in Kenya has Kenya has however received due due focus focus focus from from from tourism tourism tourism agencies agencies agencies for for for instance instance instance the the the Kenya Kenya Kenya Tourism Tourism Tourism Board Board Board planned planned planned to to use use Ksh50 Ksh50 Ksh50 million million million (around (around (around US$ US$ US$ 690 690 690 000) 000) 000) mainly mainly mainly in in in marketing marketing marketing and and and promoting promoting promoting of of domestic tourism in the country (Kenya News Agency, 2004). One of the ways of assessing the impact of such efforts would be to consider the bed occupancy rates by residents. It can be seen from Fig. 1 below that domestic bed occupancy in Kenya has been on the rise since 2002. Notable also is that there was remarkable remarkable growth growth growth in in in occupancy occupancy occupancy for for for the the the 2007/2008 2007/2008 2007/2008 period period period 26.95% 26.95% 26.95% to to to 42.35%. 42.35%. Meaning Meaning that that that domestic domestic domestic guest guest guest have have have become become become an an an important important important customer customer customer segment segment segment that that warrants warrants attention. attention. attention. On On On the the the other other other hand, hand, hand, growth growth growth rates rates rates notwithstanding notwithstanding notwithstanding inconsistencies inconsistencies are are seen seen seen in in the the decline decline to to 34% 34% 34% in in in 2009 2009 2009 which which again points to to some some some sort sort of inconsistency inconsistency a a a gap gap gap which which which requires requires requires some some some critical critical critical attention attention attention especially especially especially in in in relation relation relation to to service quality a gap this study sought to address. This study study having having appreciated the role role the the the domestic domestic hotel guests play in providing the necessary patronage, would like to make a case for studying perception of quality for the services they experience at this hotels. It is important to realize that the domestic guest may not necessarily attract the same kind of attention and receive similar similar kind kind kind of of of service service service as as as a a a foreign foreign foreign guest guest guest in in in some some some hotels hotels hotels as as as they they they may may may be be be treated treated treated as as undeserving. Tourist class hotels are sometimes referred to as 'hotels for the whites' an undertone undertone that that that may may may affect affect affect negatively negatively negatively the the the quality quality quality of of of service service service offered offered offered to to to the the the domestic domestic guest. If If domestic domestic domestic guests guests guests are are are to to to be be be encouraged encouraged encouraged to to to play play play their their their roles roles roles in in in bridging bridging bridging the the seasonality gap that is the core of the international tourism business model, then they have to perceive the services provided as being worth their money value. This study therefore therefore aimed aimed aimed at at at determining determining determining the the the guest guest guest actual actual actual experience experience experience and and and evaluation evaluation evaluation from from from the the stay hence assess how the hotel performed against perceived quality and the effect on guest satisfaction. LITERATURE REVIEW Service quality Quality concept can be viewed in various perspectives in order to fully appreciate the role it plays in the many parts of business organization especially in the hotel industry. According to Bruhn and Manfred (2006) the concept of service quality emerged as a major challenge for service companies. This is because of the characteristics of services; e specially the especially the encounter of provider a nd customer in and customer in t he the service service process, process, process, service service service quality quality quality is is is a a a more more more complex complex complex construct construct construct than than than product product product quality. quality. Indeed Indeed the the the most most most fundamental fundamental fundamental definition definition definition of of of a a a quality quality quality product product product is is is one one one that that that meets meets meets the the expectations of the customer. In hotel industry, quality is defined simply as product conformation to specifications while meeting the expectations of the customer. Since each each customer customer customer have have have their their their own own own expectations, expectations, expectations, and and and then then then service service service quality quality quality remains remains remains a a subjective subjective matter matter matter that that that befits befits befits objective objective objective assessment assessment assessment through through through understanding understanding understanding of of of various various facets of perception, their measurement and how they relate to satisfaction an issue we shall pursue in this proceeding section. Perceived service quality Several authors through their work have tried to conceptualize perceived service quality with varying illustrations especially in reference to the dimensions applied in their their studies. studies. studies. Gronroos Gronroos Gronroos (1984) (1984) (1984) in in in his his his seminal seminal seminal paper paper paper on on on service service service quality quality quality defined defined defined the the perceived quality of a given service as the result of an evaluation process, in which the consumer compares his expectations with his perception of the service received; in other other words, words, words, he he he places places places the the the perceived perceived perceived service service service and and and the the the expected expected expected service service service opposite opposite opposite one one another. another. In In In the the the same same same study, study, study, two two two factors factors factors that that that consumers consumers consumers consider consider consider when when when evaluating evaluating service quality were identified as functional quality and technical quality. The latter being being the the the process process process of of of service service service delivery delivery delivery and and and the the the former former former is is is what what what consumers consumers consumers actually actually receive from the service. Parasuraman et al. (1988) identified five dimensions in their SERVQUAL model. These were tangible elements which are the physical surrounding of the place where the service is delivered for instance how the table is set or room furnishings, reliability which which is is is seller's seller's seller's capability capability capability to to to supply supply supply the the the promised promised promised outputs outputs outputs at at at the the the stated stated stated level level level and and responsiveness responsiveness determined determined determined as as as capability capability capability to to to respond respond respond to to to and and and satisfy satisfy satisfy the the the customer's customer's wishes. Others are assurance- employees' knowledge, politeness and trustworthiness and empathy- willingness and capability to respond to individual customer desires for example example making making making the the the bed bed bed with with with the the the sheets sheets sheets of of of a a a particular particular particular colour colour colour as as as requested requested requested by by by a a customer. 译文译文肯尼亚国内消费者对酒店服务质量的看法和满意度肯尼亚国内消费者对酒店服务质量的看法和满意度苏珊,卡罗琳,斯蒂芬斯蒂芬引言引言在肯尼亚，旅游是最重要的外汇来源,它在2011年为肯尼亚的国内生产总值贡献了1000亿。
酒店服务质量外文文献翻译
文献出处: Mbuthia S, Muthoni C, Muchina S. HOTEL SERVICE QUALITY: PERCEPTIONS AND SATISFACTION AMONG DOMESTIC GUESTS IN KENYA [J]. Arabian Journal of Business and Management Review (Oman Chapter), 2013, 2(8): 22-32.原文HOTEL SERVICE QUALITY: PERCEPTIONS AND SATISFACTIONAMONG DOMESTIC GUESTS IN KENYASusan；Caroline; StephenINTRODUCTIONIn Kenya, tourism is the foremost earner of foreign exchange and it contributed to Ksh 100 billion of the GDP in 2011. According to Republic of Kenya (2012), tourism made a direct contribution to the growth of hotel industry and other related sectors. Hotels on the other hand have to invest in managing their relationships with customers and maintaining quality to ensure that customers whose loyalty is in the short term will continue to be loyal in the long term. The growth in tourism is well anticipated as evident in studies and analyses conducted by experts and relevant organizations in this industry.Kenya is home to host of five star luxury hotels most of multinational owned or franchised such as Hilton Nairobi, Serena hotels and the Fairmont. There is also a wide range of domestic hotels and hospitality enterprises whose service offering not only complements those of world class hotels but also serve the domestics guests ortourists.Domestic tourism especially in the developing world has for a long time been viewed as inconsequential. Gerosa (2003) states that domestic tourism is "often overseen", despite case studies showing a greater impact particularly on the informal sector than international tourism. Domestic tourism in Kenya has however received due focus from tourism agencies for instance the Kenya Tourism Board planned to use Ksh50 million (around US$ 690 000) mainly in marketing and promoting of domestic tourism in the country (Kenya News Agency, 2004).One of the ways of assessing the impact of such efforts would be to consider the bed occupancy rates by residents. It can be seen from Fig. 1 below that domestic bed occupancy in Kenya has been on the rise since 2002. Notable also is that there was remarkable growth in occupancy for the 2007/2008 period 26.95% to 42.35%. Meaning that domestic guest have become an important customer segment that warrants attention. On the other hand, growth rates notwithstanding inconsistencies are seen in the decline to 34% in 2009 which again points to some sort of inconsistency a gap which requires some critical attention especially in relation to service quality a gap this study sought to address.This study having appreciated the role the domestic hotel guests play in providing the necessary patronage, would like to make a case for studying perception of quality for the services they experience at this hotels. It is important to realize that the domestic guest may not necessarily attract the same kind of attention and receive similar kind of service as a foreign guest in some hotels as they may be treated as undeserving. Tourist class hotels are sometimes referred to as 'hotels for the whites' an undertone that may affect negatively the quality of service offered to the domestic guest.If domestic guests are to be encouraged to play their roles in bridging the seasonality gap that is the core of the international tourism business model, then they have to perceive the services provided as being worth their money value. This study therefore aimed at determining the guest actual experience and evaluation from the stay hence assess how the hotel performed against perceived quality and the effect on guest satisfaction.LITERATURE REVIEWService qualityQuality concept can be viewed in various perspectives in order to fully appreciate the role it plays in the many parts of business organization especially in the hotel industry. According to Bruhn and Manfred (2006) the concept of service quality emerged as a major challenge for service companies. This is because of the characteristics of services; especially the encounter of provider and customer in the service process, service quality is a more complex construct than product quality. Indeed the most fundamental definition of a quality product is one that meets the expectations of the customer. In hotel industry, quality is defined simply as product conformation to specifications while meeting the expectations of the customer. Since each customer have their own expectations, and then service quality remains a subjective matter that befits objective assessment through understanding of various facets of perception, their measurement and how they relate to satisfaction an issue we shall pursue in this proceeding section.Perceived service qualitySeveral authors through their work have tried to conceptualize perceived service quality with varying illustrations especially in reference to the dimensions applied intheir studies. Gronroos (1984) in his seminal paper on service quality defined the perceived quality of a given service as the result of an evaluation process, in which the consumer compares his expectations with his perception of the service received; in other words, he places the perceived service and the expected service opposite one another. In the same study, two factors that consumers consider when evaluating service quality were identified as functional quality and technical quality. The latter being the process of service delivery and the former is what consumers actually receive from the service.Parasuraman et al. (1988) identified five dimensions in their SERVQUAL model. These were tangible elements which are the physical surrounding of the place where the service is delivered for instance how the table is set or room furnishings, reliability which is seller's capability to supply the promised outputs at the stated level and responsiveness determined as capability to respond to and satisfy the customer's wishes. Others are assurance- employees' knowledge, politeness and trustworthiness and empathy- willingness and capability to respond to individual customer desires for example making the bed with the sheets of a particular colour as requested by a customer.译文肯尼亚国内消费者对酒店服务质量的看法和满意度苏珊,卡罗琳,斯蒂芬引言在肯尼亚，旅游是最重要的外汇来源,它在2011年为肯尼亚的国内生产总值贡献了1000亿。
最新关于酒店服务英文文献
关于酒店效劳英文文献From：P. Kotler , J . Bowen , J . Makens. Marketing for Hospitalityand Tourism ( Third Edition) [M] . Upper Saddle River ,NJ : Pren2 tice - Hall ,2022.Marketing theory suggests that the premise is satisfied with customer loyalty, customer satisfaction, quality service from the customers on the quality of experience, so to develop a scientific and effective quality of service management strategy, to maintain quality and consistent service quality, as hotel companies to shape the core competitive service force the key.The hotel service quality and customer perceived service quality constitute.Hotels provide integrated accommodation, catering, recreational and business activities as one of the services, hotel services, quality of service they provide the features and characteristics combined. The reason why customer's hotel of choice sentiment in favor of because the hotel from the product characteristics to meet customer demand for a break or business interests, but also the characteristics of hotel services (Such as comfort and efficient) just to meet the customer service grades and grade requirements. Service products inseparability of production and consumption, determines the customers interaction with the staff to complete the hotel service features and characteristics (quality of service) experience: they are the appointed time and their related facilities within the room have a right to use the hotel at the same time feel service delivery service means, such as attitude, demeanor, work efficiency. The former is the result of the experience of hotel services, which is to obtain the results of the process of experience, the hotel service quality, including the results of quality and process quality in two parts. Customers measure of the quality of results are usually objective and manageable, because the rooms and other hardware facilities are visible, and its quality, the customer had been prior to use in accordance with national and industry standards are under control, while the process of the quality of hotel services is because it is In the hotel staff and customer interaction behavior and emotional interaction to generate, as measured by both subjective and complex, and therefore can not ignore the hotelservice quality management of service process quality management.And physical quality of the product a different formation mechanism, the hotel service staff and customers interact with a process related facilities, the hotel customers are facing is not "finished product", the hotel is not in production quality, but in the delivery and consumption generates. Hotel customers will be personally involved in the formation of the quality of service, and by comparing the expected service quality and body Inspection of service quality gap, the formation of the hotel's perceived quality of service. When the customer experience of the process and results of better quality than even more than expected level, the customer will be recognized service quality, and thus satisfactory performance, loyalty and repurchase. The quality of customer expectations of the hotel and hotel marketing, publicity, customer past experiences, word of mouth dissemination of mass And personal differences in such factors as the demand is closely related to the hotel manager by managing customer expectations should be to improve the perceived quality of service.2 The hotel service quality causes of the problem analysisFormation process from the hotel service quality point of view, the hotel quality hotel services, a series of internal decision-making and results of the activities: the management of customer expectations of cognitive resolved that the hotel will be the implementation of service standards; staff will be based on standards of service delivery to the customer service; Customer then according to their own perception of hotel service experience and outcome of the process of passing quality. The quality of the formation of links in one or more errors, it will lead to a decline in customer perceived service quality.First of all, if the hotel is not an accurate understanding of customer expectations of service, such as hotel managers do not realize that customers are networked, intelligent devices and electronic management needs, the hotel management had failed to attach importance to the effective management of front-line service, or to reflect "Customer is to reduce the lobby check-in and checkout time" customer expectations, will reduce the customer's perceivedservice quality, leading hotel management to improve the quality of service to other efforts, "come to naught."Secondly, if the hotel fails to address customer expectations of service quality standards for a right, even if the hotel was full and the customer expectations are accurate, also make the quality of service, "poles apart." Such as hotel occupancy rates managers often are most concerned about quality management are not given the highest priority; or hotel service quality standards set bias-oriented rather than focus on customer-oriented operations will reduce the customer's expectations. Another example is to reduce the cost of the hotel from time to time to replace simple counter, the food and beverage refrigerator, hotel management, bureaucracy led to front-line service staff views of quality of service standards do not get enough attention and so on, will cause the decline in the quality hotel services.Again, if the hotel management and poor supervision, the staff did not diligently enforce service quality standards, even if the quality standard of accuracy, the final quality of service would be "counterproductive." Example, ignore the service process management, quality management, lack of awareness of internal marketing to mislead the staff for the smiles and greetings as a task is completed; another example, human resources hotel source management is unable to periodic training of service staff awareness and skills to develop employee performance appraisal system and incentive policies, the lack of service quality evaluation indicators will result in lower quality hotel services.Finally, if the hotel's marketing, publicity and the actual provision of services to inconsistent service delivery process does not reflect the market, the promotion of communication quality of service standards, the hotel's service quality will "come to naught." Consider the hotel marketing department and service delivery due to lack of horizontal communication, the two sides went their own ways, such as foreign propaganda is only one day in advance you can book train tickets, but the real must be three days in advance, or the marketing department exaggerated, over-commitment, will cause the hotel services,features and characteristics of unable to meet target customer needs.3 Improving the quality of hotel service’ concept and strategyThrough the above-mentioned factors affecting the causes of hotel service quality analysis, combined with the characteristics of hotel business itself, you can explore ways to solve the following three aspects of the idea of hotel service quality issues.(A)Improving the quality of hotel services in the hotel business process to create a critical competitive advantage.The hotel's competitive advantage comes from superior quality of service, but it must be clear what kind of factors determine the quality of competitive advantage, is the result of the quality of hotel services, or process quality? Customers, "lobby in three minutes to clear arrival formalities," said satisfied with the reasons for not "settle" this result, but "three minutes" embodied in efficiency. Similarly, Mr. Chang is out of the hotel door Tong soon as the door, "Mr. Zhang, please take care," pleasantly surprised because the doors boy memorize customer names to their work. Hotel service is person to person service, quality of results usually have been written in the hotel industry standards for the management, and service can not form the differences between hotel companies, high-quality process of the quality of service can only come from experience, process quality is to create core competence Hotel force the key. To this end, the hotel managers should do the following work:First, establish a "process quality (rather than the quality of results) is a hotel lifeline" of the business concept in order to hotel contact with various service sectors focus on objects, and further refine the quality standard system and service program system to ensure that front-line employees pay more attention to service standards process, but also indicators of these processes should be the employee performance appraisal and reward or punish an important basis.Second, establish a "hotel employees are an important component of product" product concept, to urge the department of human resourcesmanagement, staff recruitment gateway to good publicity "hotel service is not everyone can do well for all the work, hotel staff must have the quality of services and skills, "this concept, through the implementation of training programs to maximize employee service concept and service skills, so that customers perceived service from the well-trained staff from the heart of service.Third, the establishment of external quality control mechanism, a "mystery shopper research method" to improve the process of hotel service quality. That is, from an external investigator (such as hotel star ratings a member of industry veterans, etc.) to ordinary customer's identity, experience the surveyed hotels, in a real environment for consumption in the perspective of a professional perception hotel contact with customers every step, and to their consumption experiences, feelings, evaluation and other information in order to "customer experience report" under investigation in the form of feedback to the hotel. Compared to the internal quality check with the hotel, "mystery shopper" survey closer to the real level of hotel service quality to enable managers to accurately grasp the status of hotel service quality process, thus take appropriate corrective measures to be improved.(B) Do a good job of marketing management is an important means of improve the quality of hotel services.Hotel services production, transmission and consumption, synchronization, making the hotel front-line employees automatically become a part-time marketing staff, marketing department is no longer a hotel the only sector to communicate with customers. And physical product marketing management and quality management of each separate and distinct, the hotel most of the marketing efforts and quality of service with the formation of synchronized in time and space: to satisfy customer needs a certain extent dependent on hotel quality of service real-time front-line staff, the same line excellent quality of service staff will also help hotels to carry out an external marketing. Therefore, we can think from a marketing point of view to further narrow the gap between the idea of hotel service quality. Should be clear, the relationship betweencharacteristics of the endogenous characteristics of the service, hotel marketing, not merely to seek new customers for the ultimate goal, the marketing department should also undertake and their customer relationship management functions. Marketing to attract the customer to the hotel, but whether these customers become regular customers, to a certain extent depends on the quality of service front-line employees. Therefore, marketing department should carry out customer satisfaction survey in due course to identify the reasons for customer dissatisfaction with the quality of hotel front-line staff to take corrective measures to maximize the maintenance of hotels and customer relations.Secondly, the hotel's marketing positioning ambiguity will cause marketing, advocacy, bias, and thus affect the hotel's grasp of the customer expectations and management. Hotels on the target market, the choice of the decision to develop service standards hotel orientation, if the marketing department in order to solve the short-term financial crisis easily change their position, it will reduce the target customer perceived service quality. Example, business hotels in order to reduce the vacancy rate and discounts to attract the general public trying to take tourists, so although we can not determine whether satisfaction with tourism consumers, but can be sure that the original expectations of business customers have been destroyed, they will be an opportunity to switch to competitors.Finally, the hotel management also must implement the internal marketing ideas. If you want to enable the frontline service employee customer satisfaction, then must ask the hotel's background (including support staff and management) to enable the work of front-line staff satisfaction. Because the customer needs of quality hotel services among the employees are an integral part of the manager must not lose sight of the demand for staff management. Internal marketing is a way to employees as internal customers of the management philosophy should be a hotel marketing management and service quality management an important tool.(C) By managing customer expectations to improve customer perceivedservice quality hotelCustomer service is expected to be offset by excessive feelings of their experience, to lower customer perceived quality. Discussed above are directed at how to improve the quality of customer experience started, here on an analysis to find ways to effectively manage customer expectations. As mentioned earlier, the customer is expected of the hotel services hotel information, past experience, word of mouth communication and customer needs and value function. "Hotel information" over the quality of risk management brought about by poor management resulting from the marketing, and customers, "past experience" and "word of mouth communication" two variables are based on the "have feelings", the customers would soon have to experience the quality of at least not lower than their own or other people "have feelings" to the quality, which requires hotels to be persistent to maintain and improve the quality of service. Managers should recognize that narrowing the gap between the quality of service is by no means a planning, nor is it a sport, but the hotel must persevere, continuous improvement of the strategic work. "Customer demand" variable will affect customer expectations. In common, the current customers increasingly strong demand for Web-based technology, traditional hotel building and the need to strengthen information management, and use of modern high-tech operation of the process of transforming itself to meet customer needs and expectations. It is worth pointing out that modern technology and hotel management can also be combined to form new productive forces, it can not only bring our customers faster and more convenient, personalized service and a wealth of real-time information, but also the hotel into the information age to enable hotels to the use of hi-tech service innovation is possible, particularly in the hotel marketing, quality management, equipment, intelligent control and so on.Another point of note is how to treat star hotel standards, which affect the customer expectations of "value" variable is closely related. The higher the hotel's star higher prices, customers are bound to hotel service qualityexpectations are high. If a three-star hotel with government departments, administrative intervention on the four-star rating, price increases, and customer service to the hotel is expected to also increase, but the original three-star level of service can not be on the four-star quality to satisfy customers expectations, the customer perceived quality will fall, thus lead to customer frustration and negative word of mouth will reduce the hotel occupancy rate, the hotel star to improve the short-term incremental revenues have been the inevitable follow-up to price-cutting promotions dilution, Hotels in the whole process not only more harm than good, but also paid the loss of corporate reputation and customer confidence in this heavy price.Final should be emphasized that, while many hotels have achieved ISO9000 quality certification, it is the quality standard ISO9000 certification, the hotel emphasizes person to person, face to face contact with services. On the one hand, employees are an important part of hotel products, and their behavior will enter the service quality evaluation system; the other hand, the hotel customers to buy is not the finished product, they will be personally involved in the formation of the quality of hotel services, hotel, after all, is not a simple result the product output, ISO9000 are not representative of all the hotel service quality management. Hotel managers must be clear: the quality of service in the whole management process, the hotel how to interpret the quality of service is not important, it is important how the quality of hotel service customers perceive.。
酒店管理中英文对照外文翻译文献
中英文对照外文翻译(文档含英文原文和中文翻译)Hotel Management System Integration Services1.IntroductionIt is generally accepted that the role of the web services in businesses is undoubtedly important. More and more commercial software systems extend their capability and power by using web services technology. Today the e-commerce is not merely using internet to transfer business data or supporting people to interact with dynamic web page, but are fundamentally changed by web services. The World Wide Web Consortium's Xtensible Markup Language (XML) and the Xtensible Stylesheet Language (XSL) are standards defined in the interest of multi-purpose publishing and content reuse and are increasingly being deployed in the construction of web services. Since XML is looked as the canonical message format, it could tie together thousands of systems programmed by hundreds of programming languages. Any program can be mapped into web service, while any web service can also be mapped into program. In this paper, we present a next generation commercial system in hotel industry that fully integrates the hotel Front Office system, Property Management System, Customer Relationship Management System, Quality Management system, Back Office system and Central Reservations System distributed in different locations. And we found thatthis system greatly improves both the hotel customer and hotel officer’s experiences in the hotel business work flow. Because current technologies are quite mature, it seems no difficulty to integrate the existing system and the new coming systems (for example, web-based applications or mobile applications). However, currently in hotel industry there are few truly integrated systems used because there are so many heterogeneous systems already exist and scalability, maintenance, price, security issues then become huge to be overcome. From our study on Group Hotel Integration Reservation System (GHIRS), there are still challenges to integrate Enterprise Information System (EIS), Enterprise Information Portal system (EIP), Customer Relationship Management system (CRM) and Supply Chain Management system (SCM) together because of standardization, security and scalability problems, although GHIRS is one of few integration solutions to add or expand hotel software system in any size of hotel chains environment.We developed this system to integrate the business flow of hotel management by using web services and software integration technologies. In this paper, firstly we describe a scenario of hotel reservation and discuss the interaction between GHIRS and human. Secondly we analyze details of design and implementation of this system. The result and implications of the studies on the development of GHIRS are shown in the later part. Finally we discuss some problems still need to be improved and possible future directions of development.2. Hotel Reservation: A Business Case StudyOur initial thinking to develop GHIRS is to minimize the human interaction with the system. Since GHIRS is flexible and automated, it offers clear benefits for both hotel customers and hotel staff, especially for group hotel customers and group hotel companies. Group hotel companies usually have lots of hotels, restaurants, resorts, theme parks or casinos in different locations. For example, Shangri-La group has hundreds of hotels in different countries all over the world. These groups have certain customers who prefer to consume in hotels belong to the same group because they aremembership of the group and can have individual services.The first step of a scenario of hotel reservation is that the consumer plans and looks for a hotel according the location, price or whatever his criteria and then decides the hotel. Then he makes a reservation by telephone, fax, internet, or mail, or just through his travel agent. When hotel staff receives the request, they first look if they can provide available services. If there is enough resource in the hotel, they prepare the room, catering and transportation for the request and send back acknowledgement. At last the guest arrives and checks in. The business flow is quite simple; however, to accomplish all these tasks is burdensome for both the consumer side and the hotel side without an efficient and integrated hotel management system.Telephone may be a good way to make a reservation because it is beyond the limit of time and space. Guests can call hotels at any time and any place. However, it costs much when the hotel is far away from the city where guest lives; especially the hotel locates in a different country. Moreover, if there is a group of four or five people to make reservation together, it would take a long time for hotel staff to record all the information they need. Making reservation by travel agent saves consumers’ time and cost, but there is still millions of work for agent to do. They gather the requirements from consumers, then distribute to proper destination hotels. Because these hotels don’t use a same system (these thousands of hotels may use hundreds of ma nagement systems), someone, agent or hotel staff, must face the problem how to handle information from different sources with different hotel management systems to different destinations.Web service becomes the tool to solve these problems. Our web services integrate the web server and hotel management system together, and everyone gets benefit. Booking a room easily anywhere and anytime becomes possible by using GHIRS. Consumer browses websites and finds hotel using his PC, PDA or mobile phone (WAP supported), after his identity is accepted, he can book a reservation. Two minutes later he can get the acknowledgement from the hotel by mobile phone text message or multimedia message, or email sent to his email account or just acknowledgement on the dyn amic web page, if he hasn’t leave the website. Theresponse time may take a little longer because when the hotel receives the quest, in some circumstance, hotel staff should check if there is clean and vacant room left. The web service is a standard interface that all travel agents can handle, gather and distribute the reservation information easily through internet. When the reservation request is acknowledged, hotel staff prepares the room, catering, and transportation for guests. Since the information already stored in the database, every part in the hotel chains can share it and work together properly. For example, staff in front office and housekeeping department can prepare room for guests according to the data, staff in back office can stock material for catering purpose and hotel manager can check business report in Enterprise Information Portal integrated with GHIRS by his browser. Then room rent-ratio reports, room status reports, daily income reports and other real time business reports are generated. Managers of the group can access any report of any hotel by the system. In the later part of this paper, we will show how consumers, agents, and hotel staff can efficiently work together by GHIRS.GHIRS is scalable for small-to-large hotel chains and management companies, especially good for hotel group. It truly soars with seamless connectivity to global distribution systems thereby offering worldwide reservation access. It also delivers real-time, on line reservations via the Internet.3. Integration of Hotel Management System3.1 Existed SystemGHIRS is developed on the base of an existed hotel management system called FoxhisTM. FoxhisTM shares the largest part of software market in hotel industry in China. FoxhisTM version 5 has distributed Client/Server architecture that the server runs SCO-UNIX and client runs Microsoft Windows and it use Sybase database on UNIX. The system includes Front Office system, Property Management system, Quality Management system, Human Resource Management system, Enterprise Information Portal system (EIP), Customer Relationship Management system (CRM) and Supply Chain Management system (SCM).This system is largely based on intranet environment. Most of the work is done in a single hotel by the hotel staff. It’s no customer self-service. If a consumer wants to book a room, hotel staff in local hotel must help the guest to record his request, although FoxhisTM system already done lots of automatic job.When the systems are deployed in different hotels that are parts of a group, sharing data becomes a problem. Just as an example, if the group has ten hotels, there would be at least ten local databases to store the consumers’ data. Because hotels need real time respond of the system, so these ten hotels can’t deploy a central database that does not locate in the same local network. Thus one guest may have different records in different hotels and the information cannot be shared. By web services as an interface, these data can be exchanged easily.3.2 DesignRecall that our initial thinking to deploy GHIRS is to save hotel staff, travel agents and consumers’labor work the system is to link all the taches of hotel business chains. Figure1 shows how consumers, agents, hotel staff cooperate together efficiently with the system.Consumers could be divided into two categories. One is member of hotel group, who holds different classes of memberships and gains benefits like discount or special offers. These consumers usually contribute a large part of the hote l’s profit then are looked as VIP. The hotel keeps their profiles, preferences and membership account status. The other category is common guest. All these two kinds of guests and travel agents who may trade with many other hotels face the web-based interface that let them to make a reservation. For common guest, the system just requires him to input reservation information such as guest name, contact information, arrival and departure the system. The central processing server then distributes the information to appropriate hotel. Since web services technology is so good for submitting documents to long running business process flows, hotel staff could easily handle this data in and out of database management system and application server. As the membership ofhotel, a user just inputs his member id and password, room information, arrival and departure date, then finish the request. Because hotels keep members’ profile, and systems exchange profile across all hotels of the group by web services, hotel staff in different hotels could know the guest’s individual requirement and provide better services.The agents work for consumers get benefits from GHIRS as well. They may also keep the consumers’ profile and the web services interface is open to them, it is e asy to bridge their system to hotel management system. Before GHIRS is deployed, the agents should separate and process the reservation data and distribute them to different hotels, which is an onerous job. But now the agents could just press one button and all the hotel reservation is sent to destination.Hotel staff receives all request from different sources. Some policies are applied to response the request. For example, some very important guest’s request is passed automatically without confirmation, the guest could get acknowledgement in very short time. The request triggers all chains of the hotel business flow and all the preparation work is done before his arrival. But for the common customer, hotel staff would check on the anticipate date if there is vacant and clean rooms available. Because all the FoxhisTM components are integrated together, staff users needn’t change computer interface to check he room status. If it is a valid request with enough guests’ information and there is enough room left, a confirmation is sent back. If there is not enough vacant room, hotel staff will ask if guest would like to wait a time or transfer to other hotels in the hotel group or alliance hotels. In order to transfer guest’s request, data flows from local database to the central server through local web server, then it is passed to another hotels database by web services interface.3.3 ImplementationToday there are lots of platforms that could provide capabilities to integrate different system and offer other features such as security and work load balancing. The two main commercial products are Java2 Enterprise Edition (J2EE) and. They offer pretty much the same laundry of list of features, albeit in different ways. We choose .NET platform as our programming environment, however, here we don’t advocate which platform is better or not. Our target is to integrate these decentralized and distributed systems together. In fact, both of these platforms support XML and SOAP to accomplish our task.We use Microsoft Internet Information Services (IIS) as web server and Sybase database server. The firewalls separate the local networks from the public networks. This is very important from the security point of view. Each hotel of the group has a database server, an application server and a web server to deploy this multi-tier system that includes the user interface presentation tier, business presentation tier, business logical tier, and the data access tier. C# is adopted as the programming language for the core executable part. XML is the data exchange standard format.酒店管理系统集成服务1.简介人们普遍认为，网络服务角色在企业中无疑是重要的。
关于酒店的英文参考文献
关于酒店的英文参考文献参考文献：1. Gu, M., Guo, H., Basinski-Ferris, J., & Li, H. (2020). Customer satisfaction in the hotel industry: A systematic review and critical synthesis. International Journal of Contemporary Hospitality Management, 32(8), 2450-2474.该研究对酒店行业的客户满意度进行了系统综述和关键综合。
研究通过对相关文献的综合分析，提出了客户满意度的定义、影响因素、评价指标和管理策略。
研究结果表明，服务质量、员工行为、设施设备、价格和地理位置是影响客户满意度的重要因素。
此外，研究还提出了一些管理措施和建议，包括提高员工培训、改进服务流程和促进客户参与等。
2. Lee, C. K., & Mills, J. E. (2020). Hotel revenue management: An overview and synthesis of the literature. International Journal of Hospitality Management, 86, 102399.该文综述了有关酒店营收管理的文献。
研究提出了酒店营收管理的定义、目标和关键组成部分。
同时，研究还综合了酒店营收管理的相关理论和实践，包括定价策略、容量管理、销售渠道管理和预测技术等。
研究认为，合理的酒店营收管理可以提高酒店的收入和利润，并增强酒店的可持续竞争力。
3. Kim, S., Park, J., & Morrison, A. M. (2019). Investigating the effects of online hotel reviews on consumers' decision-making: A social influence perspective. Journal of Travel Research, 58(2),215-230.该研究从社会影响的角度探讨了在线酒店评论对消费者决策的影响。
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文献出处：Borkar S, Koranne S. Study of Service Quality Management in Hotel Industry [J]. Pacific Business Review International, 2014, 6(9): 21-25.原文Study of Service Quality Management in Hotel IndustryBorkar; SameerAbstractIt is an attempt to understand the role of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations better focused and reliable and meet the customer expectations. Descriptive research design is used to know the parameters of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality management practices and its effectiveness. Data analysis is done and presented; hypothesis is tested against the collected data. Since the industry continuously tries to improve upon their services to meet the levels of customer satisfaction; Study presents tools for continuous improvement process and how it benefits all the stake holders. It can be inferred from the study that the hotel implement continuous improvement process and quality management tools to remain competitive in the market. The study involves hotels of highly competitive market with limited number of respondents. This limits the study to hotel industry and has scope of including other hospitality service providers as well.Keywords:Customer Satisfaction, Perception, Performance Measurement, Continuous, Improvement Process.IntroductionIt has brought paradigm shifts in the operations of hospitality industry. The overall perspective of the industry is changed due to introduction of new techniquesand methods of handling various processes. Awareness among the hoteliers and the guests has fuelled the inventions focused on operations. The increased sagacity of customer satisfaction led to the use of high standards of service in industry. The new service parameters made the hoteliers to implement quality management as an effective aid. It has significantly affected hotels' ability to control and adapt to changing environments. The use of new techniques began with the simple motive of sophistication and precise activities in the given field of operation which may result in high standards of service in global economy and has allowed the rise of a leisure class.Conceptual Framework This study of Service quality management in hospitality industry is an attempt to understand the presence of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations safer, focused and reliable and meet the customer expectations.As the hospitality industry becomes more competitive there is an obvious need to retain clientele as well as increasing profitability and hence management professionals strive to improve guest satisfaction and revenues. The management professionals whom are striving for these results however often have limited understanding of research surrounding the paradigms of guest satisfaction and loyalty and financial performance. This research paper shall enlighten some of the variables and important facts of service quality resulting into guest satisfaction.Review of LiteratureCustomers of hospitality often blame themselves when dissatisfied for their bad choice. Employees must be aware that dissatisfied customers may not complain and therefore the employees should seek out sources of dissatisfaction and resolve them. (Zeithaml V., 1981, p.186 -190)It is said that service quality is what differentiates hospitality sector, however there is not an agreed definition of what service quality is. There is however a few different suggestions of how to define service quality. Dividing it into technical, functional and image components; (Greenrooms C., 1982) another is that service quality is determined by its fitness for use by internal andexternal customers. It is accepted that service quality is depends upon guest's needs and expectations. A definition of service quality state that quality is simply conformance to specifications, which would mean that positive quality is when a product or service specific quality meet or exceed preset standards or promises. This however seems like an easy view within the hospitality industry. The alternative definitions read as follows: 1) quality is excellence; 2) quality is value for money; 3) quality is meeting or exceeding expectations. This appears better aligned with ideas which exist within hospitality management than the first mentioned simplistic approach. Service quality and value is rather difficult to calculate, companies must therefore rely on guest's quality perceptions and expectations to get consistent results which is best achieved by asking guest's questions related to expectations and their perceptions of the service quality, which can effectively be achieved through carefully designed surveys.A major problem with service quality is variability and limited capability and robustness of the service production process. (Gummesson E., 1991) Hotels consumers have well-conceived ideas about service quality and quality attributes are considered important for most types of services, the absence of certain attributes may lead consumers to perceive service quality as poor. The presence of these attributes may not substantially improve the perceived quality of the service. Most customers would be willing to trade some convenience for a price break, and that the behavior, skill level and performance of service employees are key determinants of perceived quality of services. This is a major challenge in improving or maintaining a high level of service quality. (Tigineh M. et al 1992)Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The resultant costs of poor service quality planning lead to lower profitability as part of the service failures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guest's evaluation of service comprise of two basic distinct dimensions: service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional quality) is more important than the outcome of the service process (technical quality). This researchclearly indicates that effort by staff have a strong effect on guest's satisfaction judgments.Companies delivering services must broaden their examination of productivity to help settle conflicts – the leverage synergies – between improving service quality and boosting service productivity. ( Parasuraman A. 2002)A key activity is to conduct regularly scheduled review of progress by quality council or working group and management must establish a system to identify areas for future improvement and to track performance with respect to internal and external customers. They must also track the changing preferences of customer.Continuous improvement means not only being satisfied with doing a good job or process. It is accomplished by incorporating process measurement and team problem solving an all work activities. Organization must continuously strive for excellence by reducing complexity, variation and out of control process. Plan-D-Study-Act (PDSA) developed by Shewhart and later on modified by Deming is an effective improvement technique. First Plan carefully, then carry out plan, study the results and check whether the plan worked exactly as intended and act on results by identifying what worked as planned and what didn't work. Continuous process improvement is the objective and these phases of PDSA are the framework to achieve those objectives. (Besterfield D. et al 2003)The 'servicescape' -is a general term to describe the physical surroundings of a service environment (Reimer 2005, p. 786) such as a hotel or cruise ship. Guests are sometimes unconsciously trying to obtain as much information as possible through experiences to decrease information asymmetries This causes guests to look for quality signals or cues which would provide them with information about the service, which leads us to 'cue utilization theory'. Cue utilization theory states that products or services consist of several arrays of cues that serve as surrogate indicators of product or service quality. There are both intrinsic and extrinsic cues to help guests determine quality. Consequentially, due to the limited tangibility of services, guests are often left to accept the price of the experience and the physical appearance or environment of the hotel or cruise ship itself as quality indicators. Though there are many trade andacademic papers discussing guest satisfaction has been published, one can note that limited attention has been paid to the value perception and expectations guests have towards product delivery and influence price guests pay for an experience has on satisfaction and future spending. Furthermore it is also known that the role of pricing in relation to guest determinants of perceived quality of services. This is a major challenge in improving or maintaining a high level of service quality. (Tigineh M. et al 1992)Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality.The resultant costs of poor service quality planning lead to lower profitability as part of the service failures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guest's evaluation of service comprise of two basic distinct dimensions: service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional quality) is more important than the outcome of the service process (technical quality). This research clearly indicates that effort by staff have a strong effect on guest's satisfaction judgments. Companies delivering services must broaden their examination of productivity to help settle conflicts –the leverage synergies –between improving service quality and boosting service productivity. ( Parasuraman A. 2002) Telephonic conversation with peers and friends in hospitality industry worked a wonder giving lots of inputs in drafting this paper. Secondary data sources- For this study, data sources such as hospitality journals, Books on service quality management, organization behavior, URL on internet of various hospitality majors. Referring hospitality publications were helpful in knowing the current inventions in industry.Research Tools: Descriptive research design is used to know the attributes of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality management practices and its effectiveness. Data analysis is done and presented in tables. The hypothesis is tested against the collected data.Hypotheses:The hypotheses framed for the subject are Hypothesis 1:Implementing service quality management as a tool for improvement in Customer Satisfaction.Hypothesis 2: Practicing Continuous Improvement program has benefited hotel.Limitation & Scope of the Study: Though there was a specific questionnaire used for collecting information, the objective of the paper was well discussed with the every contributor and whatever the information was provided by these sources is arranged for further analysis. The analysis of the available data is done on the relevance to the topic. The effectiveness of the technology in conservation of resources was always a point of consideration. The data is sifted for making it as precise as possible.Analysis and DiscussionsThere is a significant relationship between service quality management and customer satisfaction. In hospitality industry, the customer satisfaction variables such as Availability, Access, Information, Time, delivery of service, availability of personal competence, Comfortable and safer atmosphere and pollution free environment are of prime concern to every hotelier. The industry continuously tries to improve upon their services to meet the levels of customer satisfaction.The intangible nature of the service as a product means that it could be very difficult to place quantifiable terms on the features that contribute to the quality and measurement of the quality of the product is a problem for Service quality management. The customer is frequently directly involved in the delivery of the service and as such introduces an unknown and unpredictable influence on the process.The customer variability in the process makes it difficult to determine the exact requirements of the customer and what they regard as an acceptable standard of service.This problem is magnified as it is often judgmental, based on personal preferences or even mood, rather than on technical performance that can be measured. Every hotel has a target market to cater which has very specific requirement in terms of expected and perceived quality of service.The customers come with different perception of quality every time they come to hotel and this makes it quite difficult to define quality and set the level of it. It requires hotel to continuously compare their perception against customer perception in terms of satisfaction measurement with performance measurement. The study has shown that the effective tools which management of various hotels uses for continuous improvement process and how it is dissipated amongst all the stake holders.译文酒店业服务质量管理研究博卡;萨米尔摘要本文旨在研究酒店业中质量改进过程的作用以及如何有效地推动企业的可持续发展。