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外文文献-东方酒店服务失误与补救策略的研究

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V.,Human,C.,“TheAsianHotelValuationIndex”,HVSInternational,Singapore,1999,No.January.[6]TheYearbookofChinaTourismStatistics,2007.[7]Tsang,Nelson.&Qu,Hailin,“TheServiceQualityinChina'sHotelIndustry:APerspectivefromTouristsandHotelManagers”,InternationalJournalofContemporaryHospitalityManagement,2000,12(5).[8]Zeithaml,V.A.,A.Parasuraman,andL.L.Berry,DeliveringQualityService:BalancingCustomerPerceptionsandExpectations,FreePress,DonMills,Canada,1990.[9]Zeithaml,ValarieA.,LeonardL.Berry,andA.Parasuraman,“CommunicationandControlProcessesintheDeliveryofServiceQuality”,JournalofMarketing,1988,52(2),35-48.[10]Zhang,G.,“China'stourismsince1978:Policies,experiences,andlessonslearned”,In:A.Lew,L.Yu,J.ApandG.Zhang,Editors,TourisminChina,TheHaworthPress,NewYork,2003,pp.13–34.Proceedingsofthe2010IEEEIEEM

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