目 录摘 要........................................................................................................................IAbstract.....................................................................................................................II引 言.......................................................................................................................11 酒店服务质量管理与顾客满意度理论................................................................31.1 酒店服务质量管理.......................................................................................31.1.1 酒店服务质量的内涵..........................................................................31.1.2 新的质量管理理念的意义..................................................................31.2 顾客满意度管理...........................................................................................31.2.1 顾客满意度与酒店质量管理业绩评价..............................................31.2.2 顾客满意度管理的内涵与程序..........................................................41.3 关键质量点概念与服务链思想...................................................................41.3.1 概念与思想的释义..............................................................................41.3.2 酒店餐厅的关键质量点......................................................................41.3.3 服务链思想..........................................................................................52 上海金茂君悦酒店及精饼屋经营概况................................................................62.1 酒店简介.......................................................................................................62.2 酒店基础设施及收入情况...........................................................................62.3 精饼屋经营概况...........................................................................................73 上海金茂君悦精饼屋总体满意度调查...............................................
