酒店業(yè)服務(wù)質(zhì)量管理研究-外文文獻(xiàn)翻譯

畢設(shè)附件外文文獻(xiàn)翻譯原文及譯文(3500字)原文StudyofServiceQualityManagementinHotelIndustryBorkar;SameerAbstractItisattempttounderstandtheroleofqualityimprovementprocessinhospitalityindustryandeffectivenessinmakingitsustainableenterprise.Itisofthepresentlyadoptedqualitytoolswhicharemakingthehotelsoperationsbetterfocusedreliableandmeettheexpectations.Descriptiveresearchistoknowtheparametersofservicequalityinhospitalityindustry.Exploratoryisundertakentodigouttheservicequalitypracticesanditseffectiveness.Dataanalysisispresented;hypothesisistestedagainstthecollecteddata.Sincetheindustrycontinuouslytriestoimprovetheirservicestomeetthelevelsofsatisfaction;Studypresentstoolsforimprovementprocessanditbenefitsallthestakeholders.Itcanbeinferredfromthestudythatthehotelimplementimprovementprocessqualitymanagementtoolstoremaincompetitiveinthemarket.studyinvolveshotelsofhighlycompetitivemarketwithlimitednumberofThislimitsthestudytohotelindustryand

hasscopeofincludingotherhospitalityserviceprovidersaswell.Satisfaction,Perception,PerformanceContinuous,Process.IntroductionIthasparadigmshiftsintheoperationsofhospitalityindustry.Theoverallperspectiveoftheindustryisduetointroductionofandofhandlingvariousthehoteliersandthehasfuelledtheinventionsfocusedonoperations.sagacityofcustomersatisfactionledtotheuseofhighofserviceinindustry.serviceparametersmadethehotelierstoimplementqualitymanagementaseffectiveaid.Itsignificantlyaffectedhotels'abilitytocontrolandadapttochangingenvironments.Theuseofnewbeganwiththesimpleofsophisticationandpreciseactivitiesinthegivenfieldofoperationwhichresultinhighofserviceinglobaleconomyandhastheriseofleisureclass.ConceptualFrameworkThisstudyofServicequalitymanagementinhospitalityindustryisattempttounderstandthepresenceofqualityimprovementprocessinhospitalityindustryandeffectivenessinmakingitsustainableenterprise.Itisaofthepresently

qualitymanagementtoolsaremakingthehotelsoperationssafer,focusedandreliableandmeetthecustomerexpectations.AsthehospitalityindustrycompetitivethereisanobviousneedtoretainclienteleaswellasincreasingprofitabilityandprofessionalsstrivetoimproveguestsatisfactionandprofessionalswhomarestrivingforresultshoweveroftenlimitedunderstandingofresearchsurroundingtheparadigmsofsatisfactionandloyaltyandfinancialThisresearchpapershallenlightenofthevariablesandimportantfactsofservicequalityresultingintosatisfaction.ReviewofLiteratureCustomersofhospitalityoftenthemselvesdissatisfiedfortheirchoice.bethatdissatisfiedcustomersmaynotcomplainandthereforetheemployeesseekoutsourcesofdissatisfactionandresolvethem.(ZeithamlV.,1981,p.186-190)Itissaidthatservicequalityisdifferentiateshospitalitysector,howeverthereisnotanagreeddefinitionofwhatservicequalityis.Thereishoweverafewdifferentsuggestionsoftodefineservicequality.Dividingitintotechnical,functionalandcomponents;C.,1982)anotheristhatservicequalityisdeterminedbyitsfitnessforusebyinternalandexternalcustomers.Itisacceptedthatservicequalityisdependsuponguest'sandexpectations.Adefinitionof

servicequalitystatethatqualityissimplyconformancetospecifications,whichwouldmeanthatpositivequalityisaproductorservicespecificqualitymeetorexceedpresetorThishoweverseemslikeviewwithinthehospitalityindustry.alternativedefinitionsreadasfollows:1)qualityisexcellence;2)qualityisvaluefor3)qualityismeetingorexceedingexpectations.ThisbetteralignedwithideaswhichexistwithinhospitalitymanagementthefirstsimplisticServicequalityvalueisratherdifficulttocalculate,companiesthereforerelyonguest'squalityperceptionsandexpectationstogetconsistentresultsisbestachievedbyguest'squestionsrelatedtoexpectationsandtheirperceptionsoftheservicequality,whichcaneffectivelyachievedcarefullydesignedsurveys.Amajorproblemwithservicequalityisvariabilityandlimitedcapabilityrobustnessoftheserviceproductionprocess.E.,1991)Hotelsconsumershavewell-conceivedideasaboutservicequalityqualityattributesconsideredimportantfortypesofservices,theofcertainattributesleadtoperceiveservicequalityaspoor.presenceofattributesnotsubstantiallyimprovetheperceivedqualityoftheservice.customerswouldwillingtotradesomeconvenienceforpricebreak,thatthebehavior,skilllevelandperformanceofserviceemployees

ofqualityofservices.Thisismajorchallengeinormaintainingahighlevelofservicequality.(TiginehM.etalfocusingonservicequalitymanagementsuggestthatservicefirmstoolittleeffortonplanningforservicequality.resultantcostsofpoorservicequalityplanningleadtolowerprofitabilitypartoftheservicefailures.(StuartF.,etaldiscussingsatisfaction,itisimportanttounderstandthatguest'sevaluationofservicecompriseoftwobasicdistinctdimensions:servicedeliveryandserviceoutcome(Mattila,1999).Researchindicatesthattheservicewasdelivered(perceivedfunctionalquality)isimportantthantheoftheserviceprocess(technicalquality).Thisresearchclearlyindicatesthateffortbystaffstrongeffectonguest'ssatisfactionjudgments.Companiesdeliveringservicesmusttheirexaminationofproductivitytohelpsettleconflicts–theleveragesynergies–servicequalityandboostingserviceproductivity.(ParasuramanA.2002)Aactivityistoconductregularlyscheduledofprogressbyqualitycouncilorgroupandmanagementmustestablishasystemtoidentifyareasforfutureimprovementandtotrackperformancewithrespecttointernalandexternalcustomers.alsotrackthechangingpreferencesofContinuousimprovementmeansnotonlysatisfiedwithagoodjoborprocess.Itis

accomplishedbyincorporatingprocessmeasurementandteamproblemsolvinganallworkactivities.Organizationmustcontinuouslystriveforexcellencebyreducingcomplexity,variationandoutofcontrolprocess.Plan-D-Study-ActdevelopedbyShewhartandlateronmodifiedbyisaneffectiveimprovementtechnique.FirstPlancarefully,carryoutplan,studytheresultsandwhethertheplanworkedexactlyasintendedandactonresultsbyidentifyingwhatworkedasplannedandwhatdidn'twork.Continuousprocessimprovementistheobjectiveandphasesoftheframeworktoachievethoseobjectives.(BesterfieldD.etal2003)'servicescape'-isgeneraltermtodescribethephysicalofaserviceenvironment(Reimerp.786)suchashotelorcruiseship.GuestsaresometimesunconsciouslytryingtoobtainasmuchinformationaspossiblethroughexperiencestoinformationasymmetriesThiscausestolookforqualitysignalsorcueswhichwouldprovidethemwithinformationabouttheservice,whichleadsusto'cueutilizationtheory'.utilizationtheorystatesthatproductsorservicesconsistofseveralarraysofcuesthatserveassurrogateindicatorsofproductorservicequality.Thereintrinsicandextrinsiccuestohelpquality.Consequentially,duetothelimitedtangibilityofservices,areoftenlefttothepriceoftheexperienceandthephysicalappearanceorenvironmentofthe

hotelorcruiseshipitselfasqualityindicators.Thoughtherearemanytradeandpapersdiscussingguestsatisfactionhasbeenpublished,onecanthatlimitedattentionhasbeenpaidtothevalueperceptionandexpectationshavetowardsproductdeliveryandinfluencepricepayforexperienceonsatisfactionandfuturespending.Furthermoreitisalsothattheroleofpricinginrelationtoofqualityofservices.Thisisamajorchallengeinormaintaininghighlevelofservicequality.(Tiginehetal1992)Studiesfocusingonservicequalitymanagementsuggestthatservicefirmstoolittleeffortonplanningforservicequality.resultantcostsofpoorservicequalityplanningleadtolowerprofitabilityaspartoftheservicefailures.(StuartF.,etaldiscussingsatisfaction,itisimportanttounderstandthatguest'sevaluationofservicecompriseoftwobasicdistinctdimensions:servicedeliveryandservice(Mattila,1999).indicatesthattheservicewasdelivered(perceivedfunctionalquality)ismoreimportantthantheoftheserviceprocess(technicalquality).Thisresearchclearlyindicatesthateffortbystaffstrongeffectonguest'ssatisfactionjudgments.Companiesdeliveringservicestheirexaminationofproductivitytohelpsettleconflicts–theleveragesynergies–betweenservicequalityandboosting

serviceproductivity.(ParasuramanA.2002)Telephonicconversationwithpeersandfriendsinhospitalityindustryworkedagivinglotsofinputsindraftingthispaper.Secondarysources-Forthisstudy,datasourcesashospitalityjournals,onservicequalitymanagement,organizationbehavior,oninternetofvarioushospitalitymajors.Referringhospitalitypublicationshelpfulinknowingthecurrentinventionsinindustry.Tools:Descriptiveresearchisusedtotheattributesofservicequalitymanagementinhospitalityindustry.Exploratoryresearchisundertakentodigouttheservicequalitypracticesanditseffectiveness.Dataanalysisisdoneandintables.Thehypothesisistestedagainstthecollecteddata.Hypotheses:hypothesesforthesubjectare1:ImplementingservicequalitymanagementasatoolforimprovementinCustomerSatisfaction.2:PracticingContinuousprogramhasbenefitedhotel.Limitation&oftheStudy:Thoughtherespecificquestionnaireforcollectinginformation,theobjectiveofthepaperwelldiscussedwiththecontributorwhatevertheinformationprovidedbythesesourcesisarrangedforfurtheranalysis.analysisoftheavailableisdonethetothetopic.effectivenessoftheinconservationofalwaysa

pointofconsideration.issiftedforitaspreciseaspossible.AnalysisandDiscussionsThereisasignificantrelationshipbetweenservicequalityandsatisfaction.Inhospitalityindustry,thesatisfactionvariablessuchAvailability,Access,Information,Time,deliveryofservice,availabilityofpersonalcompetence,CangiblenatureoftheserviceaproductmeansthatitcouldbeverydifficulttoplacequantifiabletermsthefeaturesthatcontributetothequalityandmeasurementofthequalityoftheproductisaforServicequalitymanagement.isfrequentlydirectlyinvolvedinthedeliveryoftheserviceandassuchintroducesanunknownandunpredictableinfluenceontheprocess.variabilityintheprocessmakesitdifficulttotheexactrequirementsoftheandtheyregardasanstandardofservice.Thisproblemisitisoftenjudgmental,onpersonalpreferencesorevenmood,ratherontechnicalperformancethatbe

hotelhasatargetmarkettocaterwhichhasveryspecificrequirementintermsofexpectedandperceivedqualityofservice.customerswithdifferentperceptionofqualitytimetheytohotelandthisitquitedifficulttodefinequalityandsetthelevelofit.Itrequireshoteltocontinuouslycomparetheirperceptionagainstperceptionintermsofsatisfactionmeasurementwithperformancestudyhasshownthattheeffectivetoolswhichofvarioushotelsusesforcontinuousimprovementprocessanditisdissipatedallthestakeholders.譯文酒店業(yè)服務(wù)質(zhì)量管理研究博卡;米爾摘要本文旨在研究酒店業(yè)中質(zhì)量改進(jìn)過程的作用以及如何有效地推動(dòng)企業(yè)的可持續(xù)發(fā)展這是對(duì)目前采用的質(zhì)量管理工具的酒店是否能運(yùn)營(yíng)地更好更關(guān)注客戶滿意度的一個(gè)調(diào)查。描述性研究設(shè)計(jì)用于了解酒店業(yè)服務(wù)質(zhì)量管理的參數(shù)。進(jìn)行探索性研究設(shè)計(jì)是為了找出服務(wù)質(zhì)量管理實(shí)踐及其效果成并展示數(shù)據(jù)分析假設(shè)是對(duì)收集到的數(shù)據(jù)進(jìn)行測(cè)試因?yàn)榫频晷袠I(yè)能夠不斷嘗試改進(jìn)他們的服務(wù),足客戶滿意度的水平研究展示了持續(xù)改善過程的工具,及它如使所有股東都獲益從本項(xiàng)研究中可以推斷出酒店會(huì)不斷地實(shí)現(xiàn)持續(xù)改進(jìn)流程和使用質(zhì)量管理工具，以在市場(chǎng)上保持競(jìng)爭(zhēng)力。這項(xiàng)研究涉及到的酒店數(shù)量有限，

不過都是在市場(chǎng)上具有高度競(jìng)爭(zhēng)力酒店這限制了酒店行業(yè)的研究以及對(duì)其他范圍的研究，包括酒店服務(wù)提供商。關(guān)鍵詞:戶滿意度；感知；績(jī)效評(píng)估；持續(xù)改進(jìn)過程引言酒店業(yè)自成立以來經(jīng)歷了許多變化。由于各種原因，在一段時(shí)間內(nèi)發(fā)生巨大的變化客戶偏好等原因可能會(huì)改變酒店運(yùn)營(yíng)模式,其他原因包括工業(yè)化交通和航空的革命法律法規(guī)的改變等等在過去的幾十年里酒店行業(yè)經(jīng)歷了驚人的變化，主要是服務(wù)質(zhì)量的提高。它推動(dòng)了酒店業(yè)的范式轉(zhuǎn)換。行業(yè)的整體視角發(fā)生了改變了主要是由于新技術(shù)和方法的引入以用來處理各種流程酒店和客戶意識(shí)刺激了酒店業(yè)運(yùn)營(yíng)模式的革新智的增加客戶滿意度導(dǎo)致了服務(wù)行業(yè)使用越來越高的標(biāo)準(zhǔn)。這項(xiàng)新的服務(wù)標(biāo)準(zhǔn)要求使酒店將實(shí)現(xiàn)質(zhì)量管理作為企業(yè)管理一個(gè)有效的措施它顯著地影響了酒店的控制能力并加強(qiáng)了酒店對(duì)不斷變化的環(huán)境的適應(yīng)能力新技術(shù)的使用始于簡(jiǎn)單的動(dòng)機(jī)在給定領(lǐng)域的復(fù)雜和精確的操作活動(dòng)可能會(huì)導(dǎo)致全球經(jīng)濟(jì)和高標(biāo)準(zhǔn)的服務(wù)。酒店業(yè)的服務(wù)質(zhì)量管理研究的概念框架是旨在理解酒店業(yè)的質(zhì)量改進(jìn)過程，以及如何推動(dòng)企業(yè)的可持續(xù)發(fā)展這是對(duì)目前采用的質(zhì)量管理工具的酒店是否能運(yùn)營(yíng)地更好，更關(guān)注客戶滿意度的一個(gè)調(diào)查。隨著酒店業(yè)變得更具競(jìng)爭(zhēng)力，因此，設(shè)法維持客戶關(guān)系以及提高酒店的盈利能力是很有必要的管理人員要努力提高客戶滿意度和企業(yè)收入然而追求這些目標(biāo)的管理學(xué)研究人員往往是圍繞客戶滿意度和忠誠(chéng)度的范例和財(cái)務(wù)表現(xiàn)有限研究。本研究則提出了提高酒店服務(wù)質(zhì)量的方法，以不斷地滿足客戶的預(yù)期。文獻(xiàn)回

酒店的顧客，經(jīng)常責(zé)怪自己對(duì)酒店的選擇，不滿意酒店的服務(wù)。員工必須知道顧客不滿可能并不會(huì)不抱怨出來因此對(duì)于不滿的顧客酒店雇員應(yīng)該設(shè)法尋求找到對(duì)酒店不滿意的客戶并設(shè)法解決這些問題(哈姆爾，1981年)店業(yè)的服務(wù)質(zhì)量各家酒店都有所差別然而關(guān)于什么是服務(wù)質(zhì)量卻并沒有一個(gè)統(tǒng)一的定義而有一些學(xué)者出了不同的建議于如何定義酒店的服務(wù)質(zhì)量。他們把它分為技術(shù)功能和圖像組件幾個(gè)模塊(格林諾姆1982)另一個(gè)原因是，服務(wù)質(zhì)量決定于酒店的內(nèi)部和外部的顧客的反饋們認(rèn)為服務(wù)質(zhì)量取決于客人的需求和期望服務(wù)質(zhì)量的定義質(zhì)量完全符合規(guī)范這意味著當(dāng)酒店提供的產(chǎn)品或服務(wù)質(zhì)量達(dá)到或超過了客戶的預(yù)設(shè)標(biāo)準(zhǔn)可以說酒店提供的服務(wù)是高質(zhì)量的。但是,在酒店業(yè)中，這一定義似乎過于簡(jiǎn)單了。還有一些定義，如下所:（1）質(zhì)量是卓越的;）質(zhì)量是物有所值的;3）質(zhì)量達(dá)到或超出預(yù)期。這樣的定義看起來比之前的定義更適合于酒店行業(yè)務(wù)質(zhì)量和價(jià)值的計(jì)算是相當(dāng)困難的因此企業(yè)必須依靠客人對(duì)酒店的質(zhì)量感知和期望以得到結(jié)果最好是通過對(duì)客人進(jìn)行訪談了解他們的期望和對(duì)服務(wù)質(zhì)量的看法這樣可以通過精心設(shè)計(jì)的調(diào)查問卷來實(shí)現(xiàn)。服務(wù)質(zhì)量的一個(gè)主要問題是可變性、有限的服務(wù)，以及服務(wù)過程的穩(wěn)定性(姆松1991)酒店消費(fèi)者認(rèn)為服務(wù)質(zhì)量和質(zhì)量屬性對(duì)于大多數(shù)類型的服務(wù)來說都是很重要的，缺乏某些屬性可能會(huì)導(dǎo)致消費(fèi)者的感知服務(wù)質(zhì)量差雖然這些屬性的存在可能不會(huì)大幅提高服務(wù)的感知質(zhì)量大多數(shù)客戶對(duì)服務(wù)的便利性和價(jià)格都比較在意務(wù)員工的技術(shù)水平和服務(wù)質(zhì)量也都是關(guān)鍵因素。這是一個(gè)重大的挑戰(zhàn)，對(duì)于改善或保持一個(gè)高水平的服務(wù)質(zhì)量(基尼等，1992)關(guān)注服務(wù)質(zhì)量的管理研究表明，務(wù)類公司在服務(wù)質(zhì)量提高上的努力不夠。

服務(wù)質(zhì)量差，會(huì)導(dǎo)致較低的盈利能力，這也是作為服務(wù)失敗的一部分因素。（斯圖爾特等1996)討論滿意度時(shí)重要的是要明白客人對(duì)服務(wù)的評(píng)價(jià)主要包括兩個(gè)基本的不同維度:務(wù)交付和服務(wù)結(jié)果(提拉,1999)研表明如何完成服務(wù)交付(知功能質(zhì)量)務(wù)過程比結(jié)果更重要(術(shù)質(zhì)量)研究清楚地表明，員工對(duì)客人的滿意度的判斷有強(qiáng)烈個(gè)人主觀上的影響。公司提供服務(wù)必須考慮到擴(kuò)大他們的服務(wù)能力來幫助解決沖突—杠桿之間的協(xié)同效應(yīng)，改善服務(wù)質(zhì)量，提高服務(wù)效率(帕拉休拉曼2002)一個(gè)關(guān)鍵活動(dòng)就是進(jìn)行定期的質(zhì)量評(píng)審量管理委員會(huì)或工作小組必須對(duì)未來的客戶服務(wù)質(zhì)量的改進(jìn)和績(jī)效跟蹤建立一個(gè)系統(tǒng)識(shí)別領(lǐng)域們還必須跟蹤客戶不斷變化的偏好。持續(xù)的服務(wù)質(zhì)量改進(jìn)方法不只是滿足于做好一個(gè)工作或流程它是通過對(duì)服務(wù)過程的評(píng)估，以及團(tuán)隊(duì)合作解決工作活動(dòng)中的問題來實(shí)現(xiàn)。通過減少?gòu)?fù)雜性，組織必須不斷追求卓越的改進(jìn)和控制過程。計(jì)-行-究-動(dòng)(PDSA)由美國(guó)質(zhì)量管理專家·愛德華茲·戴明博士強(qiáng)烈推薦的一種簡(jiǎn)的改進(jìn)方法是全