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首页> 外文期刊>International Journal of Business and Management >Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments
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Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments

机译：酒店业服务质量管理：食品和饮料部门的概念框架

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摘要

Service quality has been an important subject of research involving food and beverage (F&B) departments of hotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and why a high-quality service from the F&B department is needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses famous models, and explains Parasuraman’s dimensional framework of service quality management in the area of F&B and its application to the hotel industry. The conceptual paper suggests application of the dimensional model in the F&B department and encourages hotels to improve its management to better satisfy their guests.
机译：服务质量已成为酒店食品和饮料（F＆B）部门研究的重要课题。尽管对服务质量进行了大量研究，但客人重新访问酒店的原因以及需要餐饮业部门提供高质量服务的原因仍未得到解答。本文旨在回顾有关酒店餐饮部门服务质量管理的现有文献，其过程以及有效的服务质量管理框架。本文讨论了著名的模型，并解释了Parasuraman在餐饮领域的服务质量管理的维度框架及其在酒店行业中的应用。概念文件建议将维度模型应用于餐饮部门，并鼓励酒店改善管理以更好地满足客人的需求。

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