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

In: The 19th International Conference on Industrial Engineering and Engineering Management

Author

Listed:
  • Guo-xia Sun

    (Changchun University)

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.

Suggested Citation

  • Guo-xia Sun, 2013. "A Study on the Continuous Improvement of Hotel Service Quality Based on the PDCA Cycle," Springer Books, in: Ershi Qi & Jiang Shen & Runliang Dou (ed.), The 19th International Conference on Industrial Engineering and Engineering Management, edition 127, chapter 0, pages 1151-1161, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-38442-4_121
    DOI: 10.1007/978-3-642-38442-4_121
    as

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