【摘要】 SERVQUAL质量测评量表已经广泛应用于服务行业的服务质量测评中,然而SERVQUAL量表在饭店业的应用尚处于初级阶段,其在饭店业的适用性一直受到学者们的质疑。本文在论述SERVQUAL量表构建体系的基础上,从SERVQUAL量表的理论基础和饭店业特点两个方面对SERVQUAL量表在饭店业的适用性展开了论证。更多还原

【Abstract】 SERVQUAL has been broadly applied to service quality measurement in the service industry. However, the research of its application in the hospitality industry is still at the beginning stage,and its adaptability in the industry is considered controversial by many researchers. This paper discusses the system of SERVQUAL measurement,and critically justifies its adaptability in the hospitality industry from its theoretical basis and characteristics of hospitality industry.更多还原