1、880 单词， 5000 英文字符， 1500 汉字 出处： Min H, Min H, Chung K. Dynamic benchmarking of hotel service qualityJ. Journal of Services Marketing, 2002, 16(4):302-321. Dynamic benchmarking of hotel service quality Hokey Min,Hyesung Min,Kyooyup Chung Abstract Total customer satisfaction is one of the most importan
2、t strategic weapons of best-practice hotel organizations. However, hotel organizations cannot achieve total customer satisfaction without gaining the knowledge of a hotels competitive position in the changing marketplace and realizing the opportunity of continuous service improvement. With this in m
3、ind, this paper develops a set of service benchmarks that help hotel managers monitor their service delivery process, identify performance gaps, and take corrective action. In particular, we propose dynamic benchmarking based on the analytic hierarchy process (AHP) that goes beyond traditional servi
4、ce performance measures. Based on the longitudinal surveys of customers who have stayed at first-class hotels in Korea, this paper illustrates the usefulness of dynamic benchmarking for continuous service improvement. Introduction As tourism revenue in Korea nearly doubled in the last decade, the Ko
5、rean hotel industry has expanded its capacity considerably by either increasing the number of guest rooms or building new hotels (KNTO, 2000). Such expansion has led to over-construction of hotels, and competition among hotels subsequently has increased. With increasing competition, the key to a hot
6、els survival is its ability to cater hotel services to the changing needs and life styles of ever-demanding customers. Such needs include greater access to amenities, comfortable rooms, fast check-in/check-out, courteous treatment, and reasonable price. Commitment to service excellence, however, cannot be translated into a competitive advantage, unless management develops a reliable service standard which can be a basis for continuous service improvement. Examples of a service standard incl
