酒店管理外文翻譯--酒店業(yè)服務質(zhì)量管理研究（節(jié)選）

1、<p>　　中文3400漢字,2000單詞，1.1萬英文字符</p><p>　　出處：Borkar S, Koranne S. Study of service quality management in hotel industry[J]. Pacific Business Review International, 2014, 6(9): 21-25.</p><p>&l

2、t;b>　　原文</b></p><p>　　Study of Service Quality Management in Hotel Industry</p><p>　　Borkar; Koranne</p><p><b>　　Abstract</b></p><p>　　It is an att

3、empt 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 ar

4、e 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

5、 research design is undertaken to dig out the se</p><p>　　Keywords:Customer Satisfaction, Perception, Performance Measurement,</p><p>　　Continuous, Improvement Process.</p><p>　　In

6、troduction</p><p>　　It 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

7、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. T

8、he new service parameters made the hoteliers to implement quality management as an effective </p><p>　　Conceptual Framework This study of Service quality management in hospitality industry is an attempt to u

9、nderstand 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 mak

10、ing the hotels operations safer, focused and reliable and meet the customer expectations.</p><p>　　As the hospitality industry becomes more competitive there is an obvious need to retain clientele as well as

11、 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

12、 research surrounding the paradigms of guest satisfaction and loyalty and financial performance. This research paper shall enlighten some of the variables and important fac</p><p>　　Review of Literature</

13、p><p>　　Customers 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 s

14、ources 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.

15、There is however a few different suggestions of how to define service quality.</p><p>　　A major problem with service quality is variability and limited capability and robustness of the service production pro

16、cess. (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

17、 to perceive service quality as poor. The presence of these attributes may not substantially improve the perceived quality of the service. Most customers would b</p><p>　　Companies delivering services must b

18、roaden 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 regular

19、ly 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

20、. They must also track t</p><p>　　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 a

21、ll 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 e

22、ffective improvement technique. First Plan carefully, then carry out plan, study the results and check whet</p><p>　　The ’servicescape’ -is a general term to describe the physical surroundings of a service e

23、nvironment (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 gue

24、sts 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 o</p><p>　　Studies

25、 focusing on service quality management suggest that service firms spend too little effort on planning for service quality.</p><p>　　The resultant costs of poor service quality planning lead to lower profita

26、bility 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 an

27、d 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 re</p>&l

28、t;p>　　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 journ

29、als, 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.</p>&l

30、t;p>　　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 manageme

31、nt practices and its effectiveness. Data analysis is done and presented in tables. The hypothesis is tested against the collected data.</p><p>　　Hypotheses: The hypotheses framed for the subject are Hypothes

32、is 1: Implementing service quality management as a tool for improvement in Customer Satisfaction.</p><p>　　Hypothesis 2: Practicing Continuous Improvement program has benefited hotel.</p><p>　　L

33、imitation & 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 pro

34、vided 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 co

35、nsideration. The data is sifted for making it as precise as pos</p><p>　　Analysis and Discussions</p><p>　　There is a significant relationship between service quality management and customer sat

36、isfaction. 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 poll

37、ution 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.</p><p>　　The intangible nature of th

38、e 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 manag

39、ement. The customer is frequently directly involved in the delivery of the service and as such introduces an unknown and unpredictable influence on the process.</p><p>　　The customer variability in the proce

40、ss makes it difficult to determine the exact requirements of the customer and what they regard as an acceptable standard of service.</p><p>　　This problem is magnified as it is often judgmental, based on per

41、sonal 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 servic

42、e.</p><p>　　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 continuousl

43、y 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 continuou

44、s improvement process and how it is dissipated amongst all the stake holders.</p><p><b>　　譯文</b></p><p>　　酒店業(yè)服務質(zhì)量管理研究</p><p><b>　　博卡;卡瑞尼</b></p><p

45、><b>　　摘要</b></p><p>　　本文旨在研究酒店業(yè)中質(zhì)量改進過程的作用以及如何有效地推動企業(yè)的可持續(xù)發(fā)展。這是對目前采用的質(zhì)量管理工具的酒店，是否能運營地更好，更關注客戶滿意度的一個調(diào)查。描述性研究設計用于了解酒店業(yè)服務質(zhì)量管理的參數(shù)。進行探索性研究設計是為了找出服務質(zhì)量管理實踐及其效果。完成并展示數(shù)據(jù)分析。假設是對收集到的數(shù)據(jù)進行測試，因為酒店行業(yè)能夠不斷嘗試改進他們

46、的服務，以滿足客戶滿意度的水平。本研究展示了持續(xù)改善的過程，以及它如何使所有股東都獲益。從本項研究中，可以推斷出酒店會不斷地實現(xiàn)持續(xù)改進流程和使用質(zhì)量管理工具，以在市場上保持競爭力。這項研究涉及到的酒店數(shù)量有限，不過都是在市場上具有高度競爭力酒店。這限制了酒店行業(yè)的研究，以及對其他范圍的研究，包括酒店服務提供商。</p><p>　　關鍵詞:客戶滿意度；感知；績效評估；持續(xù)改進過程</p><

47、p><b>　　引言</b></p><p>　　酒店業(yè)自成立以來經(jīng)歷了許多變化。由于各種原因，在一段時間內(nèi)發(fā)生巨大的變化?？蛻羝玫仍蚩赡軙淖兙频赀\營模式，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，主要是服務質(zhì)量的提高。</p><p>　　它推動了酒店業(yè)的范式轉換。行業(yè)的整體視角發(fā)生了改變了。

48、主要是由于新技術和方法的引入，以用來處理各種流程。酒店和客戶意識刺激了酒店業(yè)運營模式的革新，客戶滿意度的提高導致了服務行業(yè)使用越來越高的標準。這項新的服務標準要求使酒店將實現(xiàn)質(zhì)量管理作為企業(yè)管理一個有效的措施。它顯著地影響了酒店的控制能力，并加強了酒店對不斷變化的環(huán)境的適應能力。新技術的使用始于簡單的動機，在給定領域的復雜和精確的操作活動可能會導致全球經(jīng)濟和高標準的服務。</p><p>　　酒店業(yè)的服務質(zhì)量管理

49、研究的概念框架是旨在理解酒店業(yè)的質(zhì)量改進過程，以及如何推動企業(yè)的可持續(xù)發(fā)展。這是對目前采用的質(zhì)量管理工具的酒店，是否能運營地更好，更關注客戶滿意度的一個調(diào)查。</p><p>　　隨著酒店業(yè)變得更具競爭力，因此，設法維持客戶關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。然而追求這些目標的管理學研究人員往往是圍繞客戶滿意度和忠誠度的范例和財務表現(xiàn)有限研究。本研究則提出了提高酒店服務

50、質(zhì)量的方法，以不斷地滿足客戶的預期。</p><p><b>　　文獻回顧</b></p><p>　　酒店的顧客，經(jīng)常責怪自己對酒店的選擇，不滿意酒店的服務。員工必須知道顧客不滿，可能并不會不抱怨出來，因此對于不滿的顧客，酒店雇員應該設法尋求找到對酒店不滿意的客戶并設法解決這些問題。（特哈姆爾，1981年)酒店業(yè)的服務質(zhì)量，各家酒店都有所差別，然而關于什么是服務質(zhì)量

51、，卻并沒有一個統(tǒng)一的定義。然而有一些學者提出了不同的建議，關于如何定義酒店的服務質(zhì)量。他們把它分為技術、功能和圖像組件幾個模塊。（格林諾姆，1982)另一個原因是,服務質(zhì)量決定于酒店的內(nèi)部和外部的顧客的反饋。他們認為服務質(zhì)量取決于客人的需求和期望。服務質(zhì)量的定義，質(zhì)量完全符合規(guī)范，這意味著當酒店提供的產(chǎn)品或服務質(zhì)量達到或超過了客戶的預設標準，則可以說酒店提供的服務是高質(zhì)量的。但是，在酒店業(yè)中，這一定義似乎過于簡單了。還有一些定義，如下所

52、述:(1)質(zhì)量是卓越的；（2)質(zhì)量是物有所值的；（3)質(zhì)量達到或超出預期。這樣的定義看起來比之前的定義更適合于酒店行業(yè)。服務質(zhì)量和價值的計算是相當困難的，因此，企業(yè)必須依靠客人對酒店的質(zhì)量感知和期望以得到結果，最好是通過對客人進行訪談，了解他們的期望和對服務質(zhì)量的看法，這樣可以通過精心設計的調(diào)</p><p>　　服務質(zhì)量的一個主要問題是可變性、有限的服務，以及服務過程的穩(wěn)定性。(古姆松，1991)酒店消費者認為

53、，服務質(zhì)量和質(zhì)量屬性對于大多數(shù)類型的服務來說都是很重要的，缺乏某些屬性可能會導致消費者的感知服務質(zhì)量差。雖然，這些屬性的存在可能不會大幅提高服務的感知質(zhì)量。大多數(shù)客戶對服務的便利性和價格都比較在意，服務員工的技術水平和服務質(zhì)量也都是關鍵因素。這是一個重大的挑戰(zhàn)，對于改善或保持一個高水平的服務質(zhì)量。（蒂基尼等，1992)關注服務質(zhì)量的管理研究表明，服務類公司在服務質(zhì)量提高上的努力不夠。服務質(zhì)量差，會導致較低的盈利能力，這也是作為服務失敗的

54、一部分因素。（斯爾特等1996)當討論滿意度時，重要的是要明白客人對服務的評價，主要包括兩個基本的不同維度:服務交付和服務結果(馬提拉，1999)。研究表明，如何完成服務交付(感知功能質(zhì)量)服務過程比結果更重要(技術質(zhì)量)。這項研究清楚地表明，員工對客人的滿意度的判斷有強烈個人主觀上的影響。</p><p>　　公司提供服務，必須考慮到擴大他們的服務能力來幫助解決沖突一杠桿之間的協(xié)同效應，改善服務質(zhì)量，提高服務效

55、率。（帕拉休拉曼，2002)—個關鍵活動就是進行定期的質(zhì)量評審，質(zhì)量管理委員會或工作小組必須對未來的客戶服務質(zhì)量的改進和績效跟蹤建立一個系統(tǒng)識別領域。他們還必須跟蹤客戶不斷變化的偏好。</p><p>　　持續(xù)的服務質(zhì)量改進方法不只是滿足于做好一個工作或流程，它是通過對服務過程的評估，以及團隊合作解決工作活動中的問題來實現(xiàn)。通過減少復雜性，組織必須不斷追求卓越的改進和控制過程。計劃-執(zhí)行-研究-行動(PDSA)由

56、美國質(zhì)量管理專家W?愛德華茲?戴明博士強烈推薦的一種簡單的改進方法，它是全面質(zhì)量管理所應遵循的科學程序，是一種有效的改進技術。首先要仔細計劃，然后實施計劃，研究結果和檢查是否完全按預期的工作計劃和實現(xiàn)了行動結果。持續(xù)過程改進的目標就是通過PDSA框架來實現(xiàn)。（本斯特菲爾德等2003)</p><p>　　“服務視角”是一個通用術語，來描述服務的物理環(huán)境(雷蒙2005)，比如一個酒店或游輪。客人有時會無意識地試圖通

57、過經(jīng)驗獲得盡可能多的信息來減少信息不對稱問題，尋找有服務需求的客戶，并暗示客人將為他們提供服務，就是所謂的“線索利用率理論”。線索利用率理論指出，產(chǎn)品或服務由陣列信號作為代理的產(chǎn)品或服務質(zhì)量的指標。既有內(nèi)在的和外在的線索來幫助客人確定酒店提供的服務質(zhì)量。由于有限的可感知到的服務，客人通常都是通過價格經(jīng)驗和酒店的外表或環(huán)境等本身的硬件指標來判斷。雖然有許多貿(mào)易方面的學術論文討論客人的滿意度，我們可以注意到，這些研究將有限的注意力都集中在價

58、值感知和客人對產(chǎn)品服務的期望上。此外，它也知道定價的作用與客人感知服務質(zhì)量的決定因素。這是一個重大的挑戰(zhàn)，對于改善或保持一個高水平的服務質(zhì)量(蒂基尼等，1992)。</p><p>　　關注服務質(zhì)量的管理研究表明，服務公司很少去提高公司的服務質(zhì)量。服務質(zhì)量差，會導致較低的盈利能力，這也是作為服務不好的一部分因素。（斯圖爾特等1996)。當討論滿意度時，重要的是要明白客人對服務的評價，主要包括兩個基本的不同維度:服

59、務交付和服務結果(馬提拉，1999)。研究表明，如何完成服務交付(感知功能質(zhì)量)服務過程比結果更重要(技術質(zhì)量)。這項研究清楚地表明，員工對客人的滿意度的判斷有強烈個人主觀上的影響。公司提供不斷地改進他們的服務來幫助解決沖突一協(xié)同増效效應之間的協(xié)同效應，提高服務質(zhì)量。</p><p>　　通過與在酒店行業(yè)工作的同行和朋友的電話交談，提供了給大量的資料。本研究所使用的輔助數(shù)據(jù)來源，如：酒店類的期刊、服務質(zhì)量管理的書

60、籍、組織行為、各種酒店專業(yè)的互聯(lián)網(wǎng)網(wǎng)站等。研究工具:描述性研究設計用于了解酒店業(yè)服務質(zhì)量管理的屬性。進行探索性研究設計是為了挖出服務質(zhì)量管理的實踐及其效果。數(shù)據(jù)分析通過表來完成。這個假設是對收集到的數(shù)據(jù)進行測試。</p><p>　　假設：假設的框架主體是：</p><p>　　假設1：實施服務質(zhì)量管理作為一種工具來提高客戶滿意度。</p><p>　　假設2：練習

61、持續(xù)改進計劃提高客戶對酒店的滿意度。</p><p>　　限制和研究范圍：雖然是一個用于收集信息的特定的問卷，本文的目標是討論每一個參與者和任何這些來源信息，并進行進一步的分析。對相關的話題的可用數(shù)據(jù)進行分析。技術在保護資源的有效性方面一直都是考慮點。數(shù)據(jù)的篩選要盡可能要的精確。</p><p><b>　　分析和討論</b></p><p>

62、　　服務質(zhì)量管理和顧客滿意度之間有一個重要的關系。在酒店行業(yè)中，客戶滿意度等變量的可用性、訪問、信息、時間、交付服務、個人能力、舒適和安全的氣氛和無污染環(huán)境都是每一個酒店管理者都需要關心的。酒店行業(yè)不斷努力改進自己的服務來滿足顧客滿意度。服務作為一個無形的產(chǎn)品，其木質(zhì)意味著它很難以可量化的術語來表示，這導致對服務質(zhì)量的管理是一個問題?？蛻艚?jīng)常直接參與服務的交付，因此引入了一個未知的和不可預知的影響</p><p>

63、;　　客戶對服務的多變性，因此很難確定客戶的具體需求。這個問題，通常是因為判斷被高估了，基于的是個人的喜好或者情緒，而不是可測量的技術指標。每個酒店都有一個目標市場，以滿足具有非常具體的客戶要求的預期和感知的服務質(zhì)量。</p><p>　　客戶每次來酒店，都對服務質(zhì)量有不同的感知，這使他們無法定義服務質(zhì)量及服務水平。它要求酒店不斷地比較顧客的感知，對感知的滿意度進行評估。研究表明，要有效地使用改進工具來持續(xù)地改進