Hotel Outsourcing Service Quality Control Countermeasures

Since 1990s,traditional management pattern has already been very difficulty to be fit with the dynamic, fast,and changeable market environment.Then a kind of newmanagement pattern--the collection of speed,specialized knowledge, flexibility andinnovation arises at the historic moment, and develops very speedly,that is outsourcing.Outsourcing is one of the most effective way in the new theory wind of enterprise remanufacture in the recent 10 years.At the same time,it is also one of the most important power that causes the world enterprise get radically changed,and it is one kind of important strategy to help the enterprise gain competitive advantage.As to the hotel industry,outsourcing has become an effective way to disperser risk, reduce the operation cost,and improve the sensitivity to the market. But because of the effect of information asymmetry,the immaturity of the outsourcing market,the insufficiency of the legal system and the loss of the outsourcing experience,the overall service quality of the outsourcing in the hotel is not very good.To a certain extent,it is affecting the hotel overall image and the customer's valuation to the hotel's overall service quality.Therefore, the emphasis of this article is the research of the service quality in the outsourcing area.First,from the angle of the customer sensation,it is to analyze the question existing in the outsourcing service quality with the commonly used SERVQUAL model abroad.Then these information is used by the hotel to discover the problem from outside.But the solution to these questions of the service quality needs the hotel to strengthen the control and management of the contractor,to guide contractor's behavior positively, to enhance the contractor's attention of the service quality with the result of achieving the goal of improving the service quality. Therefore this article is mainly through the interview of managers in hotels, case studies and an overall review of relevant literature to find out the key to control the outsourcing service quality.At the same time,the aiticle also uses questionnaire to scale the control of outsourcing as concentrate here,keep up the good work,low priority,possible overkill.Based on foregoing analysis,suggestions and proposals are put foewarde from some perspectives by the author.They are setting up the enterprise cooperation idea,establishing good organization,choosing the contractor reasonably,establishing an clear contract and enhancing the control of the process of outsourcing...