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Combined analysis of service expectations and perceptions in lodging industry through quality function deployment

机译：通过优质函数部署综合分析住宿业的服务期望与看法

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摘要

The service quality concept has emerged as an important issue in improving service quality. This is all the more so in the lodging industry because of industry-specific quality characteristics. By increasing service quality in the lodging industry, customer and employee satisfaction and profitability will increase. Service design in hotels should take care of customer needs and the experience of the service provider. Better service designs ensure higher service quality. Perspectives and values of customers and service providers are discussed in detail in the literature. This article focuses on the issues related to designing service and delivery processes in a service industry that takes care of needs of both customers and service providers. For including views of both on designing the service process it is appropriate to use quality function deployment (QFD). QFD is a tool which can convert customer requirements into design characteristics. QFD considers the important customer needs as reflected by the voice of the customer and converts them into important technical parameters given by the engineers. This way important service attributes can be identified and improved. Because of unfamiliarity QFD is seldom applied to the lodging industry. QFD is appropriate because it can evaluate customer needs at every stage of service design. Since there are no studies found in the application of QFD in the lodging industry, this work can fill the gap and provide a scientific basis for designing lodging industry service.
机译：服务质量概念已成为提高服务质量的重要问题。由于工业特定的质量特征，这一切都是在内的行业所做的。通过增加住宿行业的服务质量，客户和员工的满意度和盈利能力将增加。酒店的服务设计应处理客户需求和服务提供商的经验。更好的服务设计确保了更高的服务质量。在文献中详细讨论了客户和服务提供商的观点和价值观。本文侧重于与客户和服务提供商为客户提供需求的服务行业设计服务和交付流程相关的问题。有关在设计服务过程的视图中，它适合使用质量功能部署（QFD）。 QFD是一种工具，可以将客户要求转换为设计特征。 QFD考虑了客户声音反映的重要客户需求，并将其转换为工程师提供的重要技术参数。这种方式可以识别和改进重要的服务属性。由于陌生性，QFD很少适用于住宿行业。 QFD是合适的，因为它可以在服务设计的每个阶段评估客户需求。由于在QFD在住宿行业的应用中没有发现研究，这项工作可以填补差距，为设计住宿行业服务提供科学依据。

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