摘要
客房服务的实质是服务主体之间产生相互作用的交互过程,提高服务交互质量有助于从根本上提高客房服务质量。目前饭店业内存在三种客房服务模式:前台直管模式、楼层服务台模式和客房服务中心服务模式,三种服务模式在主导形态上的差异会影响其交互质量。在进行服务时应根据不同服务模式采取不同策略:前台直管模式以人物交互为主导,楼层服务台模式以人际交互为主导,客房服务中心模式以房务管理系统与人际交互为主导。
Since the essence of hotel room services is an interactive process between service subjects, increasing the quality of interactive services is essential to the improvement of hotel room service quality. Three service modes now exist in the hotel industry： management by front desks, floor service desks and room service centers. The leading form distinction of the three modes influences their interaction quali- ty. The techniques could be different according to distinctive service modes while offering services. Direct front dest mode focuses on peo- ple-to-article interaction; floor service desk mode on people-to-people interaction; room service center mode on room affair management system-to-people interaction.
出处
《商业经济》
2012年第22期22-24,共3页
Business & Economy
基金
闽江学院校级课题:饭店交互服务质量研究(YSY09002B)
关键词
交互
服务交互
服务交互模型
客房服务模式
客房管理策略
interaction, service interaction, service interaction mode, hotel room service modes, room affair management techniques
