伊朗一個(gè)四星級(jí)酒店服務(wù)質(zhì)量差距的相關(guān)分析【外文翻譯】

1、1外文翻譯外文翻譯原文CrelationAnalysisofServiceQualityGapsinaFourStarHotelinIranMaterialSource:InternationalBusinessResearchVol.3No.3July2010Auth:ArashShahin，RezaDabestaniAbstractDuringthepastdecadesservicesecthasbeenknownasanimpt

2、antplayerinthewldeconomy.ConsideringthesignificantroleofservicesinthehospitalityindustrythisresearchassessestheservicequalitygapsbasedonexpectationsperceptionsofcustomersinafourstarhotelinIsfahanasthemajtourismfocalpoint

3、inIran.Fthispurposeservicequalitygapshavebeenmeasuredstudiedthroughcrelationanalysisbasedonacomprehensivesetofservicequalitydimensions.Thefindingsimplythatalmostalloftheservicequalitygapsarepositive“price”asaserviceqlity

4、dimensionhasthehighestpositivevalue.“Communication”alsohasthehighestcrelationwithotherservicequalitydimensions.Keywds:ServiceQualityHotelDimensionGapsCrelation1.IntroductionServicequalityiscrucialtothesuccessofanyservice

5、ganization.Sincecustomersparticipateindeliveryconsumptionofservicestheyinteractcloselywithvariousaspectsofganizations.Thisknowledgegivesthemtheopptunitytoassesscriticallytheservicesprovidedinganizations(Kampully2000).Cus

6、tomerswillassessservicequalitybycomparingservicestheyreceivedwiththeirdesiredservices.Henceservicequalityplaysacriticalroleinaddingvaluetotheoverallserviceexperience(Lauetal2005).Duringthepastdecadesthetourismindustryhas

7、becomeoneofthemostimptantplayersofeconomieswldwide.Thisimptantindustryhasmanyinfrastructuresserviceinstitutionsinitscategyamongwhichthemostimptantinfrastructureisthehotelindustry.Inthisrespectcustomersatisfactionisadefin

8、iteneedfserviceganizationimprovementtherefemaintainingmeasuringcustomersatisfactionasoneofthemostimptantaspectsofquality3providerwhichareprovidedassolutionstocustomerproblems(FitzsimmonsFitzsimmons2000).Thesubjectofservi

9、cequalityiswidevaried.Thetheyhasbeengreatlydevelopedbymanyresearchers.Duringthepastdecadesmanyscholarshaverecognizedinvestigatedthesubjectofservicequality.Innumerousservicequalityresourcesconceptualizationmeasurementimpl

10、ementationmanagementofservicequalityhavebeenstudied.Theconceptofservicequalitywasestablishedaftertherehadbeenagrowinginterestinthequalityofgoodsserved.Garvin(1988)wasamongfirstscholarswhoexaminedthequalityconceptstocover

11、bothgoodsservices.Heexplainedperceivedqualityasthesubjectiveperceptionofqualitythroughindirectmeasuresofqualitycomparison.Christopher(1994)introducedperceivedservicequalityasaresultofcomparingtherealexperiencewiththeexpe

12、ctationofacustomerbefeconsumingtheservice.BasedontheperceivedservicequalityconceptParasuramanetal.(1985)appliedpremisesfromotherpreviousstudiestofmtheirmodelofservicequalitygaps.Theideasincludedaconsumerhaddifficultyinev

13、aluatingservicequalityratherthangoodsqualitythataperceptionofservicequalitywasdevelopedfromacomparisonofconsumerexpectationwithactualserviceperfmancealsoqualityevaluationinvolvedtheevaluationofboththeprocessoutcomeofserv

14、icedelivery.Therefeservicequalitygapdenotesthegapbetweencustomersexpectations(E)whattheserviceshouldprovidethecustomersperception(P)ofwhattheserviceactuallyprovides(Shahin2006):G=EPIntheconceptualmodelofParasuramanetal.(

15、1985)10qualitydimensionswereintroducedwhichincludedreliabilityresponsivenesscompetenceaccesscourtesycommunicationcreditabilitysecurityunderstingknowingthecustomertangibles.Parasuramanetal.(1988)developedamultipleitemscal

16、e(SERVQUAL)fmeasuringservicequalitysimplifiedthe10dimensionsofservicequalitytofivedimensionsastangiblereliabilityresponsivenessassuranceempathy.Inthispaperacomprehensivesetof12SQDsisconsideredfthestudyasaddressedinTable1

17、.WhileParasuramanetal.(1988)identifiedfivegapsthatcanresultinunsuccessfulservicedeliverythemajityofliteraturehasfocusedonthefifthgapwhichisthedifferencebetweencustomersexpectationperceptionofservicequality.Thestudiesaren