基于服务蓝图的公务酒店服务质量提升研究——以青海省胜利宾馆为例

A Study of Business Hotel's Service Quality Improvement Based on Service Blueprint:A Case Study of Qinghai Shengli Hotel

中文关键词:  服务蓝图  公务酒店  服务质量提升

英文关键词:service blueprint  business hotel  service quality improvement

中文摘要:

      以青海省胜利宾馆的服务蓝图设计为例,在分析等待点、判断点、失败点和体验点等四个关键点的基础上,构建了公务酒店感知服务质量评价指标,并在客户和员工中进行问卷测评。最后,根据对测评结果的分析,提出了有助于公务酒店服务质量提升的若干对策建议。

英文摘要:

      Taking the service blueprint design of Qinghai Shengli hotel as an example, this paper builds quality evaluation index about business hotel, which based on the analysis of four key points that contain waiting point, judgment point, failure point, and experience point, and conducts a questionnaire survey of customers and employees. Finally, according to the analysis of evaluation results, we put forward some countermeasures to help to improve the service quality of business hotel. 