摘要
服务质量的改善可以提高生长率和减少成本,同时增加顾客忠诚、市场份额和企业总的利润。随着旅游业的全面发展,服务质量已经成为旅游企业竞争战略的重点,作为服务质量的决定因素之一的“服务接触”质量更是重中之重。本文通过服务接触质量探讨。
Improved service quality enhances productivity and reduces costs, as we ll as increasing customer loyalty, market share, and general benefits for the en terprise. Along with the complete development of tourism industry, service quali ty becomes to be the keystone for competition strategy of tourist enterprises. A s one of the determinants in service quality, quality in 'service encounter' is key point of the keystone even more .Through probing into quality in service enc ounter,the present research particularly discusses how to promoting tourist qual ity in service encounter to realize customer satisfaction for tourist enterprise s.
出处
《科技和产业》
2005年第6期29-32,共4页
Science Technology and Industry
关键词
服务接触
旅游服务接触质量
服务人员
旅游企业
Service Encounter
Travel Quality in Service Encounter
Service Perso nal
Tourist Enterprises
