1摘 要作为服务管理的核心，服务质量是企业提升自身竞争能力，占据市场份额的主要关键，近些年也成为了人们热衷讨论的话题之一。对于餐饮企业来说，内部服务质量是赖以生存的生命活力，也是竞争能力的外部体现，更是衡量内部管理水准的一大标志。餐饮服务质量包含无形劳务质量和有形产品质量，我国餐饮产业自改革开放之后，得到了迅速蓬勃发展，目前已经成为了提升国民经济增长的主要动力。近些年，我国餐饮行业服务质量良莠不齐，很多客户对其满意度有待增强。所以在此现状之下，提升餐饮行业的服务质量，提升客户满意程度也是本文研究方向。本文以美伦山庄餐饮服务质量为实际案例，通过分析目前服务质量发展现状，概述存在的问题，并针对性地提出完善举措。关键词：美伦山庄；餐饮服务质量；满意度；改善对策Abstract2As the core of service management, service quality is the main key for enterprises to improve their competitiveness and occupy market share, and has become one of the topics that people are keen to discuss in recent years. For catering enterprises, the quality of internal service is not only the vitality of survival, but also the external embodiment of competitiveness, but also a major symbol to measure the level of internal management. The quality of catering service includes invisible labor quality and tangible product quality. Since the reform and opening up, the catering industry in China has developed rapidly and has become the main driving force to enhance the growth of the national economy. In recent years, the service quality of catering industry in China is intermingled with each other. And many customers' satisfaction with them needs to be enhanced. Therefore, under this situation, improving the service quality of catering industry and improving customer satisfaction is also the research direction of this paper. Taking the catering service quality of Meilun Mountain Village as the actual case, this paper analyzes the pr...
