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论文编号：	74
作者编号：	2120052025
上传时间：	2007/6/21 15:07:09
中文题目：	基于服务生产率提高的饭店企业顾
英文题目：	The study of hotel enterprises
指导老师：	徐虹
中文关键字：	服务生产率; 饭店企业; 顾客管理
英文关键字：	service productivity; hotel en
中文摘要：	随着服务经济的蓬勃发展，服务生产率问题日益成为了研究热点。服务生产率是一种针对服务业特性所提出的，同时关注内部效率、外部效率和能力效率的综合概念，提高服务生产率能够为企业带来更高的利润。也因此，相对于传统的源于制造业的生产率概念，服务生产率对于指导服务企业的经营实践活动具有更强的现实意义。众多学者在对服务生产率的相关研究中提到，顾客是开放式生产体系下影响服务生产率的重要因素，并提出通过管理顾客、提高顾客参与可以提高服务生产率的观点。 然而遗憾的是，在目前笔者检索到的服务生产率相关文献中，并没有针对如何来开展顾客管理这一问题展开专门和深入的研究。针对这一领域研究的不足，本文以饭店企业为背景，系统地探讨了如何通过开展顾客管理来提高饭店服务生产率这一问题，这对于丰富服务生产率研究理论以及指导饭店企业经营实践都具有重要意义。 本研究主要是针对四个问题展开的：第一，为什么饭店企业要引入服务生产率概念；第二，为什么要从顾客管理的视角来提高服务生产率；第三，如何开展饭店企业顾客管理；第四，饭店开展顾客管理工作需要哪些要素的支持。对这些问题的解答也构成了本文的主要内容。在明确选题背景、选题意义以及对相关研究进行回顾的基础上，本文第三章主要是对前两个问题的解答，对饭店企业引入服务生产率概念的必要性，以及为什么要从顾客管理的视角来提高服务生产率进行了分析。接下来，本文第四章提出了饭店企业顾客管理流程，从准备、消费和评价三个阶段对顾客管理的相关内容进行了详细的阐述。最后，本文尝试构建了饭店实施顾客管理的支持系统，以为顾客管理工作的顺利开展和服务生产率的提高提供支持和保障。本文的饭店企业顾客管理研究是从顾客角度对饭店服务生产率提高对策的一种探索，希望能对饭店企业经营实践起到一定的指导作用。
英文摘要：	As the boom of the service economy, service productivity has gradually become the research focus. Based on the characteristics of the service industry, service productivity concept is a general concept which pays attention to the internal efficiency, external efficiency, and capacity efficiency simultaneously, and the improvement of the service productivity can help to bring a higher profit. Therefore, compared with the productivity concept in the manufacturing industry, service productivity has more significance in instructing the service industry’s operation. It has been mentioned in many papers about service productivity that under the open production system, customer is a very important factor which affect the service productivity. And it’s also said that we can improve the service productivity by managing the customers and improving the customer’s participation. It’s a pity that in all the literatures that the author has searched, there are no subjects studying customer management specially and deeply. According to this, this thesis puts forward a systematic discussion about how to improve the service productivity of hotel industry by customer management. This is very important to enrich the service productivity theory and to instruct the operations in hotel industry. This thesis is generally about four questions. Firstly, why should we introduce the service productivity in the hotel industry? Secondly, why should we improve the service productivity in the perspective of the customer management? Thirdly, how to manage the customers? Fourthly, what kind of supporting factors do we need? After clarifying the context and significance of this subject, based on the related researches, chapter three is mainly about the first two questions, to explain why should we introduce the service productivity in the hotel industry and why should we improve the service productivity in the perspective of the customer management. Then chapter four gives forward the flow chart of the customer management, detailing the content of the customer management from three phases that are preparation, consumption, and evaluation. Finally, this thesis tries to establish the support system for the implement of the hotel customer management, to make sure that we can develop the customer management favorably and we can improve the service productivity. This thesis is an exploration to improve the hotel service productivity in the customer’s perspective, hoping to offer some directions to the hotel enterprises’ operation.
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