|
|
Modern Management 2024
高星级酒店工程部投诉研究——以上海X酒店为例
|
Abstract:
文章以顾客需求相关理论为基础，运用文献分析、SPSS19.0、内容分析等方法对上海X酒店工程部投诉案例进行分析，得出该酒店工程部的设施设备缺少有效管理、缺少日常维护计划、部分客房设施设备陈旧、缺少年轻与多技能员工等问题，提出要提高设施设备管理水平、加强设备预防性维修、更新客房硬件设施体验、建设一支高素质的工程服务团队等四项对策。
Based on theories related to customer needs, this article uses literature analysis, SPSS 19.0, and content analysis to analyze complaint cases from the engineering department of Shanghai X Hotel. The result indicates that the hotel’s engineering department lacks effective management of facilities and equipment, lacks daily maintenance plans, some guest room facilities and equipment are outdated, and lacks young and multi-skilled employees. Four countermeasures are proposed to improve the level of facility and equipment management, including improving the management level of facilities and equipment, strengthening preventive maintenance of equipment, updating the experience of guest room hardware facilities, and building a high-quality engineering service team.
| [1] | 唐任伍. 世界管理思想史[M]. 重庆: 重庆大学出版社, 2011: 155-161. |
| [2] | Berry, L.L., Parasuraman, A. and Zeithaml, V.A. (1988) The Service-Quality Puzzle. Business Horizons, 31, 35-43. https://doi.org/10.1016/0007-6813(88)90053-5 |
| [3] | Cadotte, E.R. and Turgeon, N. (1988) Key Factors in Guest Satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 28, 44-51. https://doi.org/10.1177/001088048802800415 |
| [4] | Losekoot, E., van Wezel, R. and Wood, R.C. (2001) Conceptualising and Operationalising the Research Interface between Facilities Management and Hospitality Management. Facilities, 19, 296-303. https://doi.org/10.1108/02632770110390775 |
| [5] | Radojevic, T., Stanisic, N. and Stanic, N. (2015) Ensuring Positive Feedback: Factors that Influence Customer Satisfaction in the Contemporary Hospitality Industry. Tourism Management, 51, 13-21. https://doi.org/10.1016/j.tourman.2015.04.002 |
| [6] | Stipanuk, D.M. (2015) Hospitality Facilities Management and Design. 4th Edition, American Hotel and Lodging Educational Institute, 123-125. |
| [7] | Baharum, M.R. and Pitt, M. (2009) Determining a Conceptual Framework for Green FM Intellectual Capital. Journal of Facilities Management, 7, 267-282. https://doi.org/10.1108/14725960910990026 |
| [8] | Sharda, N.K. (2009) Creating Innovative Solutions for Future Hotel Rooms with Intelligent Multimedia and Pervasive Computing. In: Hassanien, A.-E., et al., Eds., Pervasive Computing: Innovations in Intelligent Multimedia and Applications, Springer, London, 117-134. https://doi.org/10.1007/978-1-84882-599-4_6 |
| [9] | Kapiki, S. (2012) Current and Future Trends in Tourism and Hospitality. The Case of Greece. International Journal of Economic Practices and Theories, 2, 1-12. |
| [10] | Moyeenudin, H.M., Anandan, R. and Parvez, S.J. (2020) Exploration on Revenue Using Pioneering Technology in Infrastructure Facilities of Luxury Hotels. In: Peng, S.-L., et al., Eds., Intelligent Computing and Innovation on Data Science, Springer, Singapore, 389-394. https://doi.org/10.1007/978-981-15-3284-9_42 |
| [11] | 蒋丁新. 饭店管理[M]. 第2版. 上海: 高等教育出版社, 2010: 257-264. |
| [12] | 罗选荣. 基于顾客体验的服务品牌接触点管理[J]. 技术经济与管理研究, 2013(8): 69-73. |
| [13] | 张松. 许昌市高星级酒店顾客满意度及其提升策略研究[D]: [硕士学位论文]. 开封: 河南大学, 2015. |
| [14] | 纪爱飞. 基于网络内容分析法的精品酒店顾客满意度研究[D]: [硕士学位论文]. 苏州: 苏州大学, 2017. |
| [15] | 俞越. 上海不同档次酒店顾客满意度影响因素差异研究[D]: [硕士学位论文]. 上海: 华东师范大学, 2017. |
| [16] | 黄崎. 基于智慧旅游阈值的智慧酒店应用发展研究[J]. 电子商务, 2017, 18(9): 1-3. |
| [17] | Chan, K. (2008) An Empirical Study of Maintenance Costs for Hotels in Hong Kong. Journal of Retail & Leisure Property, 7, 35-52. https://doi.org/10.1057/palgrave.rlp.5100081 |
