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论文语言：英语论文 English
论文专业：marketing communication

字数：3000
学校国家：英国 U.K.
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您的学校：University of Birmingham,在读研究生
论文用于：Master assignment 硕士课程作业
补充要求和说明：60分以上
请老师严格按照论文要求写论文，在选择题目的时侯，范围越细致越好。我有老师上课讲的PPT。一定写好reference，绝对不能有作弊嫌疑。不需要开题报告，只需要一篇完整的assignmet。至少25个reference。

Description and evaluation of service quality and service recovery strategy in Hangzhou Shangri-La Hotel

Table of contents
1. Introduction 3
2. Review of service quality 4
2.1 Definitions of service quality 4
2.2 Dimensions of service quality 4
2.3 Measurement of service quality 5
3. Case study 6
3.1 Organization selection 7
3.2 The meaning of hotel service recovery 7
3.3 The service quality gap in hotel 8
3.3.1 Service quality gap model 8
3.3.2 Applications of hotel service quality gap model 8
3.4 The role of the service recovery in Hangzhou Shangri-La Hotel 9
3.4.1 Hotel service recovery - the key to retaining customers 9
3.4.2 Hotel service recovery - an important means to enhance their image 10
3.4.3 Hotel service recovery – driving force for hotel development 11
3.5 The hotel service recovery strategies 11
3.5.1 Identification of the hotel service failure 12
3.5.2 Recovery of the hotel service failure 12
4. Conclusion 14
References 14

1. Introduction
The current economy has entered the era of service economy. Service economy has become the new growth point prevalent in countries around the world, and it also becomes key area to enhance the overall national economic strength and national competitiveness. With the rise and the development of service industry, academia and entrepreneurs have begun research on service management issues. https://www.51lunwen.org/liuxuelunwendx/2011/1130/1319333944.html First consensus is that: service management is different from product management, because service has its specific properties. Based on this view, a growing number of scholars have engaged in the research on more specific services, management methods and tools. Conceptualization and measurement of service quality is the focus of research areas.
In this assignment, the author will choose a five-star hotel - Hangzhou Shangri-La Hotel to describe and evaluate its service quality and service recovery strategy.

References
Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996). SERVQUAL revisited: A critical review of service quality. The Journal of Services Marketing, 10(6), 66-81.

Babakus, E.W. and Boiler, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-268.

Bell, S.J. and Luddington, J.A. (2006). Coping with customer complaints. Journal of Service Research, 8(3), 221-233.

Berry, L. L. and Parasuraman, A. (1991). https://www.51lunwen.org/marketing/ Marketing services: Competing through quality. New York: The Free Press.

Blesic, I., Ivkov-Dzigurski, A., Dragin, A., Ivanovic, L. and Pantelic, M. (2011). Application of gap model in the researches of hotel services quality. Turizam, 15(1), 40-52.

Bolton, R.N. and Drew, J.H. (1991). A multistage model of consumers’ assessment of service quality and value. Journal of Consumer Research, 17, 375-384.

Brown, S.W. and Swartz, T.A. (1989). A gap analysis of professional service quality. Journal of Marketing, 53, 92-98.

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