基于数据挖掘和QFD的酒店质量管理研究——以广州市“7天连锁酒店”客村店为例
摘要
本文通过挖掘广州市"7天连锁酒店"客村店在四家主要网络电商平台——携程、去哪儿、艺龙、飞猪4138条评论中的信息。运用网络爬虫、文本分析、TF-IDF算法等技术提取客户需求关键词,以及QDF(质量功能展开)的方法理论,描述顾客需求,构建经济型连锁酒店质量屋,有针对性地提出此家"7天"连锁酒店服务质量改进方案,探讨QFD技术在酒店服务业中的应用。
引文
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[9]林青.W市高星级酒店服务质量管理研究(硕士论文)[D].南昌大学,2013.
[10]刘静.质量管理学(第三版)[M].高等教育出版社,1998.
[11]谭淼文.青岛海尔洲际酒店服务质量管理分析(硕士论文)[D].山东大学,2015.
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[13]熊勇清,杨锴.质量功能展开(QFD)在服务业中的应用研究[J].管理观察,2007,(1):61-64.
[2]Akao Y.New product development and quality assurance deployment s y s t e m(i n J a p a n e s e)[J].S t a n d a r d i s a t i o n a n d Q u a l i t y Control,1972,25(4):243–246.
[3]Behara RS,Chase RB.Service quality deployment:Quality service by design.In:Sarin,R.V.(Ed.),Perspectives in Operations Management:Essays in Honor of Elwood S.Buffa[J].Kluwer Academic Publishers,Norwell,MA,1993,pp:88–99.
[4]Bier ID,Cornesky R.Using QFD to construct a higher education curriculum[J].Quality Progress,2001,34(4):64–68.
[5]Booth R.Hitting the target[J].M a n a g e m e n t A c c o u n t i n g–London,1995,73(1):42.
[6]Dube L,Johnson MD,Renaghan LM.Adapting the QFD approach to extended service transactions[J].P r o d u c t i o n a n d O p e r a t i o n s Management,1999,8(3):301–317.
[7]Lai-Kow Chan,Ming-Lu Wu.Quality function deployment:A literature review[J].European Journal of Operational Research,2002,143(3):463-497.
[8]Nishimura H.Ship design and quality table(in Japanese)[J].Quality Control(JUSE),1972,23(May):16–20.
[9]林青.W市高星级酒店服务质量管理研究(硕士论文)[D].南昌大学,2013.
[10]刘静.质量管理学(第三版)[M].高等教育出版社,1998.
[11]谭淼文.青岛海尔洲际酒店服务质量管理分析(硕士论文)[D].山东大学,2015.
[12]伍进.桂林市三星级酒店服务质量管理研究(硕士论文)[D].中南大学,2002.
[13]熊勇清,杨锴.质量功能展开(QFD)在服务业中的应用研究[J].管理观察,2007,(1):61-64.