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论文编号：	6794
作者编号：	2120122936
上传时间：	2014/12/6 13:26:26
中文题目：	滨海国际会展中心服务管理策略研究
英文题目：	Study of Binhai International Convention & Exhibition Center service quality management strategy
指导老师：	刘建华
中文关键字：	滨海国际会展中心；服务质量策略；顾客满意度；顾客忠诚度
英文关键字：	Binhai International Convention & Exhibition Center; service quality management; customer satisfaction; customer loyalty
中文摘要：	近十几年来我国会展行业进入了高速发展时期，我国展览市场总量延续了近几年的上升趋势，2013年一年，多项指标增长率依然保持10%的增长速度。据不完全统计2013年一年，共举办各类展览会2000余场，比2012年增长15%；展览总面积约为7015万平方米，比2012年增长16%，同时在展览规模上，约有一半的展览扩大。同时，会展行业的1:9的强劲带动力，使得会展业在取得高速发展的同时，也带动了相关行业如，餐饮业、住宿业、交通运输业、旅游业、房地产业的大力发展，逐渐成为经济发展新的增长动力。各类专业强、影响力大、影响范围广的重大展会的举办，更是促进了我国与世界间信息的交流、技术的沟通、贸易的往来和文化的传播。高速的发展同时也意味着市场竞争的激烈性。在会展业发展初期，受到客观因素的影响，会展场馆的竞争往往拼的是硬件设施，如展馆的展览面积、周边配套、地理位置等。但随着服务经济时代的到来，展览主办方及参会者更多将目光集中到了展馆的服务上，所以当下，展馆经营方开始越来越关注服务质量的打造，力图通过服务质量的提升，提高顾客满意度、提升市场占有率、提高企业的竞争力，以促进企业的可持续发展。在会展行业的服务质量领域，相关研究以参展商、观众的感知为研究对象的较多，而作为会展行业火车头的会展场馆，针对其的服务质量研究，多将其作为会展服务的一部分，专门将其作为研究对象的文献较少。本研究将会展展馆作为研究对象，基于顾客满意度角度对其服务管理策略加以分析，并通过滨海国际会展中心的实际案列加以实证，并对其提出具体改进措施。本研究主要分为六章，第一章，绪论；第二章，相关理论回顾；第三章，滨海国际会展中心服务管理现状及问题；第四章，滨海国际会展中心服务管理策略的选择和实施；第五章，滨海国际会展中心服务管理策略实施的保障；第六章，结论与展望。结合对滨海国际会展中心的研究提出针对性的建议，以期为国内其它同类型展馆提供参考。
英文摘要：	Over the last decade China's exhibition industry has entered a period of rapid development, and China's total exhibition market continued the upward trend in recent years. In 2013, the number of indicators of the growth rate remains 10% growth rate. According to incomplete statistics, in 2013, a total of more than 2,000 games organizing various exhibitions, an increase of 15% over 2012; total exhibition area of about 70.15 million square meters, an increase of 16% over 2012, while the exhibition scale, about half of the exhibition to expand. Meanwhile, an exhibition industry: strong driving force nine, making the exhibition industry has made rapid development, but also led to the vigorous development of related industries such as catering, accommodation, transportation, tourism, real estate, economic the development of new growth drivers. Professional and strong, influential, affecting a wide range of major exhibitions will be held, is to promote communication, trade and cultural exchanges between China and the world between the spread of information exchange, technology. While the high-speed development of means of market competition fierce. In the early development of exhibition industry, influenced by objective factors, competition exhibition venues tend to fight the hardware facilities, such as indoor and outdoor exhibition area of the pavilion, surrounding facilities, location and so on. But with the advent of the service economy, the exhibition organizers and participants will focus more on the pavilion to service, so the moment, the pavilion has become increasingly concerned about the business side of the building quality of service, in a bid by the quality of service enhance, improve customer satisfaction, increase market share and improve the competitiveness of enterprises, in order to promote the sustainable development of enterprises. In the area of quality of service exhibition industry, relevant research to exhibitors, the audience perceived as more research object, and the exhibition industry as the locomotive of exhibition venues, research for its quality of service, and more as part of the exhibition services, specialized it less as a research object literature. In this study, the exhibition hall as the research object, based on customer satisfaction to analyze the perspective of its service management strategy, and make empirical case by actual column Binhai International Convention & Exhibition Center, and its specific improvements. This study is divided into six chapters, the first chapter, Introduction; chapter, relevant theories review; Chapter III, Binhai International Convention & Exhibition Center Service Management Status and Problems; chapter selection, Binhai International Convention & Exhibition Centre service management strategy and implementation; Chapter V, to protect Binhai International Convention & Exhibition Centre service management strategy implementation; Chapter VI, Conclusion and Outlook. Combined with suggestions for research Binhai International Convention & Exhibition Centre proposed targeted in order to provide the same type of reference for other domestic pavilion.
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