摘 要随着当前我国市场经济发展越来越迅速，在社会主义市场经济中酒店行业的竞争力日趋激烈，作为厦门万丽度假酒店主要盈利管理部门之一的饮餐部，其产品和服务质量越来越受到酒店管理者的高度重视。随着社会人民生活和文化水平的不断提高，顾客对饮餐服务需求日益多样化和个性化，标准化的饮餐服务已经难以满足顾客对酒店的基本饮餐服务要求。本文主要通过对厦门万丽度假酒店的饮餐服务质量问题进行研究，从顾客感知服务质量的角度出发，通过实地考察与问卷调查，研究顾客感知技术质量、顾客感知功能质量、顾客感知环境质量和顾客行为意愿等问题，分析影响厦门万丽度假酒店饮餐服务质量相关原因，并且针对不同的感知服务质量影响因素分别提出措施。关键词：感知服务质量；饮餐服务质量；顾客行为意愿Abstract With the more and more rapid development of China's market economy, the competitiveness of the hotel industry is becoming increasingly fierce in the socialist market economy. As one of the main profit management departments of RenaissanceXiamenResort&Spa, the Beverage&Food department, its products and service quality have been paid more and more attention by hotel managers. With the continuous improvement of people's living and cultural level, customers' demand for Beverage & Food service is becoming more and more diversified and personalized, and standardized Beverage&Foodservice has been difficult to meet the basic requirements of hotel Beverage&Foodservice. This paper mainly studies the Beverage&Foodservice quality of RenaissanceXiamenResort&Spa, from the point of view of customer perceived service quality, through on-the-spot investigation and questionnaire survey, this paper studies the problems of customer perceived technical quality, customer perceived function quality, customer perceived environmental quality and customer behavior intention, and analyzes the relevant reasons that affect the dining service quality of Renaissance XiamenResort&Spa. And put...
