本科论文目 录摘 要....................................................................................................................IAbstract.....................................................................................................................II引 言...................................................................................................................11 研究背景及意义...................................................................................................31.1 研究背景.......................................................................................................31.2 研究意义.......................................................................................................32 相关理论基础.......................................................................................................52.1 服务质量理论...............................................................................................52.2 顾客满意理论...............................................................................................53 沈阳香格里拉酒店基本概况及行政酒廊介绍....................................................63.1 基本概况.......................................................................................................63.2 行政酒廊介绍...............................................................................................64 沈阳香格里拉酒店行政酒廊服务现状调研........................................................84.1 问卷设计与实施过程...................................................................................74.2 酒廊服务现状分析.......................................................................................75 沈阳香格里拉酒店行政酒廊服务存在的问题..................................................125.1 员工对客服务能力低.................................................................................125.2 酒廊餐饮种类缺乏..............................................................
