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论文编号：	11480
作者编号：	2120176178
上传时间：	2019/12/18 16:16:49
中文题目：	在服务公司中应用人工智能的策略研究 （泛太平洋酒店）
英文题目：	Research on the strategy of applying Artificial Intelligence on the service company (Pan Pacific Hotel)
指导老师：	杜建刚
中文关键字：	服务营销；营销；人工智能；微软小冰；酒店；客户
英文关键字：	Service Marketing；Marketing；Artificial Intelligence；Chatbot；Hotels；Customer
中文摘要：	摘要 由于全球化，越来越多的人搬来搬去，为了促进这一点，酒店业和旅游业也得到了发展和壮大。因此，酒店业已经成为增长最快的行业之一。随着行业的发展，竞争也在加剧，要想留在竞争激烈的市场中，就必须更新和升级以适应周围正在发生的变化。 我们今天面临的变化之一是数字转型。以及新兴技术对酒店业的巨大影响。 因此，为了保持趋势和提供持续的卓越交付需要升级当前的技术变化。采用现代技术，高度的机器学习(ML)和人工智能(AI)。这是一个新的破坏水平。 人工智能为酒店行业提供了一个提升营销、客户体验、客户服务和提高保留率的大好机会。人工智能能够提供酒店经营者以前从未遇到过的有价值的信息，这将通过收集和分析大量易于访问的客户数据来实现。 下面的论文代表了当前酒店行业的趋势，并提供了基于人工智能的解决方案，以提高客户保留率和客户服务体验。本文以天津泛太平洋酒店为例，总结了自己的工作经验和工作流程。接下来的论文分为五章，开头是引言，说明了论文的写作目的，详细介绍了公司的情况。第二章是文献综述，包括客户体验与细分、价值主张与客户关系管理、服务管理技能与客户旅程映射、客户服务与客户满意度、服务交付流程与质量，最后介绍人工智能及其在酒店行业中的作用。第三章是环境分析，包括人工智能产业如何影响泛太平洋天津， 公司和人工智能产业的SWOT分析，市场PEST分析，最后一章是掌握数字优势，转变客户体验。第四章是关于将人工智能整合到公司的内容——在酒店行业的应用、计算机预订系统、聊天机器人、机器人帮助下的自动化、个性化服务、数据分析、神经营销和人工智能、研究分析。最后一章是关于卫生因素，包括员工培训和环境，公司管理，信息系统。
英文摘要：	Abstract As a result of globalization, more people move around, and to facilitate this, the hospitality and tourism industry expand and grow as well. And thus the hospitality industry has become one of the fastest-growing industries. As the industry grows so does the competition, and to stay in the competitive market need to update and upgrade to changes that are happening around. One of the changes that we are having today is digital transformation. And how emerging technologies are having a strong impact on the hotel industry. Thus to keep in trend and to provide continuous excellence delivery need to upgrade current technological changes. With adopting modern technology along with a high degree of Machine Learning (ML) and Artificial Intelligence (AI). Which is giving a new level of disruptions. Artificial Intelligence provides to the hotel industry with a great opportunity to enhance marketing, customer experience, customer service and increase retention. Artificial intelligence is able to provide valuable information which hoteliers have not previously encountered, and this will be done through the collection and analysis of the significant amount of client data which is easily accessible. The following thesis represents current trends in the hospitality industry and provides AI based solutions to enhance customer retention and customer service experience. The thesis brings as an example Pan Pacific Hotel Tianjin Company where the author accumulated and observed working experience and procedures. The following thesis is divided into five chapters the opening starts with introduction that stating the purpose of writing the thesis and in detail introduction about the company. The second chapter is about literature review where includes customer experience and segmentation, value proposition and customer relationship management, developing service management skills and customer journey mapping, customer service and customer satisfaction, service delivery process and quality and finally introduction about AI and its role in the hospitality industry. The third chapter follows environmental analysis including how AI Industry Can Affect Pan Pacific Tianjin and SWOT analysis of the company and AI industry also PEST analysis of the market with closing the chapter with mastering the digital advantage in transforming customer experience. Chapter forth is all about integration of AI into the company - application of AI in the hospitality industry, computer booking systems, Chatbots, automation with help of robots, personalization of services, data analytics, Neuromarketing and AI, research analysis. And the last chapter is about hygiene factors – which includes about employee training and environment, management of the company, information systems.
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