目 录摘 要...........................................................IAbstract........................................................II引 言...........................................................11 A 酒店概况......................................................31.1 瑰丽酒店集团简介.........................................31.2 瑰丽文化.................................................31.3 A 酒店...................................................31.4 炙餐厅...................................................42 相关理论基础...................................................52.1 服务补救的概念...........................................52.2 服务补救方式.............................................52.3 服务补救对消费者满意的影响...............................62.4 服务补救的程序...........................................73 研究对象和研究方法.............................................83.1 研究对象.................................................83.2 研究方法.................................................84 炙餐厅服务补救调查结果分析.....................................94.1 顾客基本信息分析.........................................94.2 顾客服务失误经历分析....................................104.3 顾客投诉倾向分析........................................114.4 服务失误对顾客消费影响分析..............................135 炙餐厅服务失误原因分析........................................155.1 未满足顾客需要而出现的服务失误..........................155.2 服务人员个人行为导致的服务失误..........................155.3 顾客自身原因............................................155.4 顾客与餐厅对服务标准理解存在差异........................156 炙餐厅服务补救存在的问题......................................176.1 服务人员素质有待提高....................................176.2 餐厅缺乏投诉渠道........................................176.3 一线员工授权不足........................................176.4 缺失服务补救方案........................................177...
