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论文编号：	432
作者编号：	2120062343
上传时间：	2008/6/11 23:43:14
中文题目：	基于信息技术的商务酒店价值链管
英文题目：	the study on the value chain o
指导老师：	严建援教授
中文关键字：	商务酒店 信息技术 顾客价值
英文关键字：	Business hotel Information te
中文摘要：	伴随着中国经济的发展，我国酒店业呈现出集团化和私营化的趋势，同时境外资本加速进入中国酒店行业、跨国酒店管理集团的国内布点节奏加快，再加上本国酒店行业外资金的注入、私营资本的加速跟进等因素，促使我国酒店行业出现了百花争艳、竞争激烈的局面。在这种新的形式下，本土的商务酒店在激烈的市场竞争过程中如何赢得自己的发展空间，是很多商务酒店的管理者需要思考的问题。 在传统商务酒店运营的过程中，有几个关键问题更是一直困扰着酒店的高层管理人员，一是如何降低营销成本，进行有针对性的营销，吸引更多的潜在客人到酒店消费？二是如何高效的组织酒店内的各种活动，为客人提供个性化的服务，充分满足客人的需求，提高客人的满意度和忠诚度？三是如何有效的控制酒店成本？对于这几个问题，不同领域的专家、学者会从不同的角度分别加以阐述，本人通过对商务酒店价值链的分析，针对商务酒店传统经营模式所存在的这几个问题，提出了以价值链管理理论为基础，以先进的信息技术为手段，进而解决上述几个问题的方案。 本文从两个方面分别阐述了以信息技术为手段提升商务酒店的价值。第一方面是基于信息技术的商务酒店顾客价值增值服务。包括三方面：一是基于数据挖掘的精准营销，二是基于无线通讯技术的顾客满意度提升，三是基于信息技术的客户忠诚度提升。第二方面是基于信息技术的商务酒店成本精细化管理与控制，通过对比信息技术使用前后的效果，从采购成本的控制、固定资产的精细化管理及餐饮物料的控制三个方面论述了信息技术对成本管理的细化及所带来的效益。 采用先进的信息技术作为手段，可以有效的改善企业的经营管理，提高企业的竞争能力，推动企业的经营管理达到一个新的台阶，从而会在激烈的市场竞争中立于不败之地。同时，先进信息技术的使用，也会促进整个酒店行业的发展和进步，进而带动整个旅游产业链的发展。
英文摘要：	Along with the booming of China's economic, China's hotel industry showing the trend of group and privatization. At the same time foreign capital invested more and more in this industry and the multinational hotel groups develop branches in China, which issued a challenge to the china’s hotel industry. Coupled with the investment of foreign funds and Chinese private capital, China's local hotel enterprises faces a situation of fierce competition. In this new situation, how to win its own space in the fierce marketing competition is a big problem for the management of the local hotel to solve. In the traditional operation model of business hotel, several key problems puzzled the hotel executives. First, how to reduce the costs of market and develop targeted market to attract more potential guest? The second is to organize the various activities of hotel efficiently and offer personalized services to fully meet the needs of guests, which will increase the satisfaction and loyalty of the guests? The third is how to control the cost of the hotel effectively? Against these problems, experts and scholars in different fields will solve the problem from different angles respectively. But I analyze value chain of the business hotel, aim to several questions of the traditional business hotel , I raised the method to solve these problems by advanced information technology. In this paper, we can see the use of information technology to enhance the value of the hotel from two main aspects. The first is to focus on customers value-added services based on the information technology including three aspects: first, data mining on the base of the market, second, enhancing the customer value-added services by the way of wireless technology , and the third point is to promote the satisfaction and loyalty of the guest based on information technology. The second aspect is to reduce and control the costs of business hotel based on the information technology, by the contrast of the effect through the use of information technology or not, we can see the benefits of using information technology from three aspects: the cost control of purchasing, the management of fixed asset and the control of dining stuffs. The using of advanced information technology as a means will improve the operation and management of enterprises effectively and enhance the competitiveness of the enterprises. The management in the hotle can arrive a new level, which will win in the fierce competition. At the same time, with the adoption of advanced information technology, it will also promote development and progress of the hotel industry and also stimulate the whole tourism industry chain to develop.
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