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论文编号：	2205
作者编号：	011431
上传时间：	2010/3/30 11:04:18
中文题目：	顾客价值导向的会议型饭店服务系统研究
英文题目：	Convention Hotel
指导老师：	徐虹
中文关键字：	顾客价值 会议型饭店 服务 服务系统
英文关键字：	Customer Value Customer Value Convention Hotel Service Service System
中文摘要：	为了解决饭店业当前的竞争现状，本文选取了专一化细分市场的代表——会议市场为突破点，试图在这一市场上采取服务差别化战略建立起饭店的竞争优势。 服务是会议型饭店的生命线。而服务的缺失却使会议型饭店的经营步入困境。从目前学术界来看，有关饭店、尤其是会议型饭店服务的研究还没有形成系统的理论体系可供实业界参考。国内饭店业对会议服务的操作还只是凭借管理人员的直觉和经验进行，所以对会议市场的深层次研究势在必行。 兴起于20世纪80年代中期的顾客价值研究，为饭店提高服务水平提供了新的认识途径和管理基础。在顾客价值理论的指导下，本文从“服务”着眼，以顾客价值为核心，尝试构建会议型饭店的服务系统，旨在提高会议型饭店的服务质量，实现顾客价值，赢得顾客忠诚。 作为会议型饭店服务系统的研究，全文结构由四章组成。第一章对本文涉及的相关理论进行了回顾、梳理和总结，在此基础上指出了会议型饭店研究中尚存的空白以阐述本项研究的突破之处及其价值所在；第二章对饭店现状进行了分析，提出了服务是会议型饭店获得竞争优势的关键环节，明确了构建服务系统的必要性；第三章将顾客价值理论导入服务系统的研究中，构建了会议型饭店服务系统模型，并对其内在运作机理进行了探讨；第四章以探寻会议型饭店顾客价值——满足顾客价值——创建价值实现支持体系为序，详细阐述了模型的三个层次。
英文摘要：	In order to resolve the current competitive situation, this thesis selects a specialized segment market, that is convention market as the research object and attempts to use service differentiation strategy to gain competitive advantage. Service is the lifeline of convention hotels. However, the absence of service puts the hotels into a dilemma. In the current academic field, the research about hotels, especially the service of convention hotels has not been a theory system. Therefore there aren’t systemic theories to guide business community. Now the operation of convention service in domestic convention hotels has been all along depending on the intuition and experience of the managers. So it is necessary to do a further study on the convention market. The research of customer value, beginning from the mid 1980’s, provides a new cognition route and management foundation for the hotels. Under the guidance of the customer value theory, focusing on service and regarding customer value as the core, this thesis attempts to establish the service system for convention hotels, so that it can promote the service quality, actualize the customer value and obtain loyalty of customers. This thesis, which researches the service system of convention hotels, consists of four chapters. In the first chapter the studies of the interrelated theories are reviewed and summarized. Furthermore it also indicates the vacancy in the studies of hotels and expatiates the breakthrough and value of this research. The second chapter analyzes the current situation of convention hotels. The conclusion is drawn that service is important for the hotels to acquire competitive advantage and the hotels must build the service system. Chapter three adopts customer value theory in the research of service system and establishes the model of service system of convention hotels. In the last chapter, this thesis makes a conclusion by exploring customer value, satisfying customer value and setting up a supporting system of value realization as well as illustrates three levels of the model in details.
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