Evaluation of Service Quality Risk for Hotel Industry in Taiwan

飯店業服務品質風險之評估：以台灣為例

胡凱傑(Kai-Chien Hu) ； 曾海薇(Hai-Wei Tzeng)

《科際整合管理研討會》 2014第17屆 (2014/06) Pp. 219-234

https://doi.org/10.6495/CIMBM.2014.016

並列摘要

This study attempts to incorporate the concept of risk management into the service quality of the hotel industry, and proposes an assessment model, service quality risk (SQR). The paper proposes to use this method in searching higher quality risks and service attributes that require priorities for improvement. In this study, several hotels in Taiwan are used as examples to explore the quality risk in hotel services. By using this quantitative method, managers can improve the quality of risk management and hotel services. It would be helpful for managerial implications of hoteliers, and will give them a reference in their decision making process.

並列關鍵字

Hotel ； Service Quality ； Quality Risk Management ； Kano Model ； Failure Mode and Effects Analysis