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在市场竞争愈演愈烈的今天,许多的企业,特别是服务业,认识到企业能否稳定发展的一个关键的地方就是服务质量的好坏,所以对服务质量的管理和监督是关键中的关键,在监督中一定会应用顾客调查这一办法。以往顾客调查的方法通常采取问卷、电话以及网络调查的方式,在实施调查之前很多的员工对相关的问题做了预习,导致调查结果不够准确。并且因为服务行业的生产和人们的消费是同步的,基层员工的态度、仪容、仪表极大的影响消费者对服务企业的信赖度、满意度,所以出于以上的情况神秘顾客的办法在我国出现,逐渐得到广泛的使用。文章将神秘顾客的调查办法加以界定和确定概念。然后阐述神秘顾客的调查办法如何应用于酒店管理提出几点建议。
In today’s increasingly competitive market, many enterprises, especially service industries, recognize that the key to the stable development of enterprises is the quality of service. Therefore, the management and supervision of service quality are the key issues in the Supervision will be applied to customer survey this approach. In the past, the methods of customer surveys usually adopted questionnaires, telephone calls and internet surveys. Many employees previewed the relevant issues prior to the implementation of the survey, leading to inaccurate findings. And because the service industry production and people’s consumption is synchronized, the attitude of grass-roots staff, appearance, instrument greatly affect the consumer trust in the service business, satisfaction, so the mystery of the above situation for customers approach in our country Appear, gradually gained widespread use. The article defines the mystery customer survey approach and defines the concept. Then elaborated how to apply mystery customer’s investigation method to the hotel management to put forward some suggestions.