A Study on the Continuous Improvement of Hotel Service Quality Based on the PDCA Cycle

Guo-xia Sun (yun8092@sina.com)
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Guo-xia Sun: Changchun University

Chapter Chapter 121 in The 19th International Conference on Industrial Engineering and Engineering Management, 2013, pp 1151-1161 from Springer

Abstract: Abstract The quality is the lifeline of enterprise. The intangibility and tangibility of the hotel’s products makes the hotel service quality to show its great comprehensiveness. In this article, PDCA cycle is applied to the management of hotel service quality, analyzes its main problems and their reasons, and develops the corresponding countermeasures in order to achieve the continuous improvement of the hotel service quality and increases hotel’s vitality and competitive advantage.

Keywords: Continuous improvement; Hotel management; PDCA cycle; Service quality (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-38442-4_121

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DOI: 10.1007/978-3-642-38442-4_121

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