摘 要
服务行业已经是 21 世纪的经典行业，他的发展与社会地位与日俱增，在国
际上，对于服务质量的研究已经是日趋活跃，提高服务质量已经是全世界所追求
的共同目标。随着经济全球化的影响，“WTO” 已经将全球各个国家集结了起来，
我国作为发展中的大国，服务行业正在急剧的发展，同时，在服务行业中占据着
举足轻重地位的快捷酒店服务业正在迎难而上，创造一个又一个的历史。竞争压
力的增大，旅游业的发展，都促使快捷酒店的服务不断地完善与提高。同时，酒
店竞争力的强弱很大程度上归结为酒店产品的核心服务质量上。我国的酒店服务
质量与国外相比存在着很大的不足之处，无论是从服务的理念还是服务的方式以
及机制上面，还有很大的空间需要提升，尤其是经济型酒店的服务质量管理，其
中 7 天酒店就是我国经济型酒店的典型代表。通过对 7 天酒店的研究，能够明了
我国酒店的不足以及优势，从而根据相应的缺陷进行针对性的改变。

本文主要是基于客户价值感知（Customer Perceived Value，CPV），对酒店的
服务质量进行分析研究，本文首先分析研究的背景与意义，及国内外研究现状，
对本课题的研究有一个比较清晰的认识；其次是理论分析，主要是阐述客户价值
感知及酒店服务质量相关理论，以此理论为基础来展开本论文的研究；然后对中
外经济型快捷酒店的的服务质量管理进行比较分析，主要从管理理念的差距方面
进行分析以及中外经济型酒店的服务提供过程的质量管理进行比较分析，然后分
析 7 天连锁酒店的服务现状，他的服务管理现状主要从绿色环保，店长店员身份
的转换，邮件的管理服务方面进行分析，他的服务现状主要从顾客的睡眠体验、
无线宽带、营养早餐以及热水的供应等方面进行分析，从而得出我国的经济快捷
酒店中存在的问题，然后对于质量问题提出相应的策略，优化组织结构。

关键字：快捷酒店；客户价值感知；服务质量；服务质量管理
Abstract
With the development of service industry grow with each passing day status in
the society and economy, service quality has become a very active research topic in
international management disciplines. After China's accession to the WTO, as a very
important in the service industry and industry of special status -- the hotel industry
service quality with sweeping the global tourism development and competition
intensifies, more and more attention. The hotel competitiveness largely core for the
hotel product is a quality of service. The hotel service quality management to become
the hotel enhance the competitiveness of the most critical factors, if the hotel service
quality management can not keep pace with the times, will lose in the competition.
This paper is mainly based on customer perceived value, conducts the analysis
research to the hotel's service quality, this paper first analyzes the research
background and its significance, and research status at home and abroad, have a clear
understanding of the research; secondly, the theoretical analysis, mainly related to
theory . The customer value perception and Hotel Service Study on quality, based on
this theory to this thesis; then, carries on the analysis to the 7 days of Fasthotel service
quality situation of our country, and analysis of the composition of the 7 days of
Fasthotel service quality, with more in-depth understanding and scientific
understanding of hotel service quality system to 7 days of Fasthotel service quality;
then, from two aspects of the concept service quality management and process to
analyze the differences between 7 days of Fasthotel and foreign hotel service quality,
realize the hotel service quality management in China are put forward to strengthen
gap; the 7 days of Fasthotel service quality management strategy in China, mainly
from the hotel service quality management system, organizational structure, personnel
training and customer communication four aspects, so as to promote the development
of 7 days of Fasthotel service quality management in our country.
Keywords: Fast Hotel；Customer Perceived Value；Service Quality；Service Quality
Manage