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澳大利亚商科作业代写:质量保证

同时它可以被简单来说,质量保证相关产品所支付的价格,什么研究等,由萨因(2006),Ziethaml et al(1990)和霍尔布鲁克(1999),以及所有的酒店,无论他们的标准、质量保证体系运作,表明价格只是一个元素需要实现客户满意度的需求。无论酒店产品的价格是多少,顾客仍然会将所获得的体验与他们所期望的产品在这个价格上的价值进行权衡(Zeithaml 1988和Parasuraman et 1994)。如果顾客决定花更多的可支配收入来安排住五星级酒店,那么他/她的价值预期就会比选择经济型酒店的顾客高得多。前者期望服务质量存在于酒店产品的各个方面。这包括装饰和环境氛围,提供的设施,包括餐饮和客房服务,以及酒店人力资源的表现。如果这些质量期望没有得到满足,客户会认为他们没有得到物有所值的东西,因此会认为体验不太令人满意。因此,他们不太可能以一种积极的方式向他人推广酒店,也不太可能重复使用酒店。

澳大利亚商科作业代写:质量保证

Whilst it could therefore be stated in simple terms that quality assurance is related to the price being paid for the product, what research such as that conducted by Shahin (2006), Ziethaml et al (1990) and Holbrook (1999), and the fact that all hotels, irrespective of their standards, operate quality assurance systems, shows is that price is simply one element required to fulfil customer satisfaction needs.Whatever price is being charged for the hotel product the customer will still weigh the experience received against the value they expect from the product enjoyed at that price (Zeithaml 1988 and Parasuraman et at 1994). A customer who decides to spend a greater amount of his or her disposable income on arranging to stay in a 5-star hotel will have a much greater value expectation than one who chooses a budget hotel stay. The former will expect the service quality to exist in all aspects of the hotel product. This includes the décor and the ambiance of the environment, the facilities that are being offered, including meals and room service, and the performance of the hotel’s human resources. If these quality expectations are not met that customer will perceive that they have not received value for money and therefore will view the experience as less than satisfactory. Therefore, they will be unlikely to promote the hotel in a positive manner to others or re-use it.

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