基于顾客情感满足的酒店服务质量提升策略

摘要

Based on the factors which influence the hotel service quality, the paper analyzes the functions of emotion in the hotel service evaluation and suggests that providing personalized service is an effective way to enhance hotel service quality and implementing humane management is a guarantee to obtain customer loyalty and long-term competitive advantage.%本文从影响酒店服务质量的因素入手，分析了情感在酒店服务质量评价中的作用，提出了个性化服务是提高酒店服务质量的重要举措，实施人性化管理是提高酒店服务质量的重要保障。