目 录摘 要....................................................................................................................IAbstract.....................................................................................................................II引 言...................................................................................................................11 相关理论研究........................................................................................................31.1 酒店管理.......................................................................................................31.2 服务质量.......................................................................................................31.3 顾客满意度...................................................................................................31.4 影响餐饮服务质量的因素...........................................................................32 酒店行业背景研究................................................................................................52.1 我国酒店行业发展现状...............................................................................52.2 沈阳君悦酒店发展现状...............................................................................52.3 沈阳君悦酒店餐厅经营现状.......................................................................53 沈阳君悦酒店餐厅服务现状调查分析................................................................73.1 问卷设计与实施过程...................................................................................73.2 问卷调查结果分析.......................................................................................74 沈阳君悦酒店餐厅服务存在的问题..................................................................154.1 员工服务意识欠缺.....................................................................................154.2 餐饮服务礼仪不规范...........................................................................
