请英语大神帮我翻译一下毕业论文摘要！！在线等，万分感谢哈
摘 要：近年来，中国酒店业呈现喷井式增长状态，各大国外酒店集团也将市场转向中国，加重了国内酒店业的经营压力，竞争的重点主要是集中在外部服务质量。关于服务质量的研究，国内外学者均侧重于外部顾客的服务质量，而忽视对内部服务质量的研究。本文将广州S酒店作为研究对象，使用了文献分析法、问卷调查法、定量与定性的分析方法等形式，采用Hallowell等学者提出的Internal SERVQUAL量表，最终发现广州S酒店员工对培训体系、激励机制、内部管理支持、内部服务体系、企业文化的认同等方面的满意度不高。本文从这五方面进行了原因分析，并提出相应的改进对策，为酒店改进内部服务质量和人力资源管理方面给予一定的参考价值。
关键词：酒店；内部服务质量；改进策略；人力资源
第1个回答 2018-04-02
摘 要：近年来，中国酒店业呈现喷井式增长状态，各大国外酒店集团也将市场转向中国，加重了国内酒店业的经营压力，竞争的重点主要是集中在外部服务质量。关于服务质量的研究，国内外学者均侧重于外部顾客的服务质量，而忽视对内部服务质量的研究。本文将广州S酒店作为研究对象，使用了文献分析法、问卷调查法、定量与定性的分析方法等形式，采用Hallowell等学者提出的Internal SERVQUAL量表，最终发现广州S酒店员工对培训体系、激励机制、内部管理支持、内部服务体系、企业文化的认同等方面的满意度不高。本文从这五方面进行了原因分析，并提出相应的改进对策，为酒店改进内部服务质量和人力资源管理方面给予一定的参考价值。
Abstract: In recent years, China's hotel industry has seen a growth pattern of jet-spraying. Major foreign hotel groups have also shifted their markets to China, adding to the operating pressure on the domestic hotel industry. The focus of competition is mainly on the quality of external services. Regarding the research on the quality of service, scholars at home and abroad have focused on the quality of services of external customers and neglected the research on internal service quality. This article takes Guangzhou S Hotel as the research object, uses literature analysis method, questionnaire survey method, quantitative and qualitative analysis methods, and uses Internal SERVQUAL scale proposed by Hallowell et al. Finally, it discovers that Guangzhou S Hotel staff has training system and incentives. The satisfaction of the mechanism, internal management support, internal service system, and corporate culture recognition is not satisfactory. This article analyzes the reasons from these five aspects, and proposes corresponding improvement measures, which provides a certain reference value for the hotel to improve the internal service quality and human resources management.
Abstract: In recent years, China's hotel industry has seen a growth pattern of jet-spraying. Major foreign hotel groups have also shifted their markets to China, adding to the operating pressure on the domestic hotel industry. The focus of competition is mainly on the quality of external services. Regarding the research on the quality of service, scholars at home and abroad have focused on the quality of services of external customers and neglected the research on internal service quality. This article takes Guangzhou S Hotel as the research object, uses literature analysis method, questionnaire survey method, quantitative and qualitative analysis methods, and uses Internal SERVQUAL scale proposed by Hallowell et al. Finally, it discovers that Guangzhou S Hotel staff has training system and incentives. The satisfaction of the mechanism, internal management support, internal service system, and corporate culture recognition is not satisfactory. This article analyzes the reasons from these five aspects, and proposes corresponding improvement measures, which provides a certain reference value for the hotel to improve the internal service quality and human resources management.
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