[雙語(yǔ)翻譯]服務(wù)質(zhì)量外文翻譯--旅游業(yè)服務(wù)質(zhì)量的測(cè)度

1、3500 英文單詞， 英文單詞，1.9 萬(wàn)英文字符，中文 萬(wàn)英文字符，中文 5500 字文獻(xiàn)出處： 文獻(xiàn)出處：?î?u M A, R?ulea A S, ?tefan ?î?u. Measuring Service Quality in Tourism Industry [J]. Procedia - Social and Behavioral Sciences, 2016, 221:294-301.Measurin

2、g Service Quality in Tourism IndustryMihail Aurel ?î?u, Andreea Simina R?ulea, ?tefan ?î?uAbstractThe expansion of the service sector, the stronger competition resulting from globalization and deregulation, and

3、 the emergence of new information technologies have accelerated the shift toward a knowledge-based and innovation-driven economy. With the increasing role of tourism in global economy and the growing competition in the g

4、lobal tourism market, the importance of developing quality tourism products has been recognized by both the public and the private tourism sectors. In order to develop quality tourism, organizations need to know what the

5、ir competitive advantage is and what capabilities they need to grow and maintain. The aim of this paper is to analyze the customer satisfaction in the tourism area in order to emphasize the need for better quality and in

6、novative services.Keywords: tourism, quality, quality management, customer satisfaction, learning organization.1. Tourism - an industry in continuing evolutionTourism is the world’s largest industry and makes a major con

7、tribution to the economies of most developed and developing countries because it is being used as a ubiquitous vehicle for economic development and diversification and an integral element of economic development policy a

8、t a local, regional and national level (Sharpley, Richard and Telfer & David J. 2002).Over the past six decades, tourism has experienced continued expansion and diversification, becoming one of the largest and fastes

9、t-growing economic sectors in the world.Quality service has become a serious issue in the hotel industry. This arises due to the fact that operators of the industry still find it difficult to understand what tourist need

10、s “are” at a particular time.Since tourist will make decision and taking an action based on their perceptions, there is urgent need for the organization or hotel industry to take an effort in comprehending and understand

11、ing tourist’s expectation in order to provide good quality services to tourist.The aim of this paper is to explore the complex issue relating to the customer satisfaction when it comes to the service quality of tourism i

12、ndustry. In order to accomplish that, we developed a diagnostic study to identify existing problems in respect of all classes of processes. Performance evaluation of hotel services, through the proposed questionnaires in

13、 the research carried out present the advantage of taking into account a multitude of criteria and quantification there of depending on the relevance of these criteria for the companies surveyed.Tourism was an important

14、factor in developed economies starting with the middle of 19th century. Surely, nothing stays in place, and now tourism is a business or a globalised industry (Meethan, K. 2001). Tourism is nowadays, by its content and

15、role, a distinct field of activity, one of the most important components of the economic and social life for a growing number of countries in the whole world. Receptive to the changes of the contemporary civilization, to

16、urism evolved under their impact, its dynamics integrating to the general development process. At its turn, by the vast human and material potential used in its development, as well as by the beneficial effects over the

17、interference fields, tourism is a stimulating factor of progress.biggest hotel chains are the InterContinental Hotels Group, Marriott International, Hilton Worldwide, Accor, Starwood Hotels & Resorts, and the Wyndham

18、 Hotel Group.Intrinsically linked with the travel and tourism industry, an industry which contributed seven trillion U.S. dollars to the global economy in 2013, the hotel industry is certainly a profitable one. Travelers

19、 who are on the road for more than one day need a place to sleep and rest and there are various types of lodging across the world to accommodate for this.A number of countries, such as France and the United States, are c

20、onsistently popular tourism destinations, but other, less well-known countries (Namibia, Montenegro, Zambia, Angola) are quickly emerging in order to reap the economic benefits of the industry.In 2013, global internation

21、al tourism revenue reached approximately 1.16 trillion U.S. dollars, having almost doubled since 2005.In 2014, the occupancy rate of hotels in all global regions had increased year-on-year for the past couple of years, s

22、uggesting more demand for the industry. Europe was the region with the highest occupancy rate in 2014 at 68.8 percent, closely followed by the Asia Pacific region at 68.6 percent. In the same year, the Middle East and Af

23、rica was the most expensive region for hotels with an average daily rate of 165.97 U.S. dollars. The Americas is generally the cheapest region each year (fig. 2).Fig. 2 Occupancy rate of the hotel industry worldwide

24、from 2008 to 2014, by region3. Quality management and competitive advantage in tourism industryQuality management is a management system entailing the development of a number of practices for the management of organizati

25、ons. The most common practices identified in the literature are leadership, people management, planning, information and analysis, process management, supplier management, focus on customers/stakeholders and design (Nair

26、, A. 2006).In the hotel industry, have been made analyses on the relationship between quality management and competitive advantage. The literature examines the implementation of quality management initiatives in hotels t

27、hrough theoretical and empirical studies. Among the empirical studies, both qualitative and quantitative, mention must be made of those analyzing the level of implementation of quality management in hotels, without estab

28、lishing a relationship with performance and competitive and those which investigate the effects of quality management on the performance and competitive advantage of hotels. Qualitative and quantitative studies show that

29、 hotels may successfully adopt quality management practices, like many manufacturing firms. In the case of those studies showing positive results, it may be pointed out that such benefits are related to improved satisfac