旅游管理本科畢業(yè)論文-淺析飯店忠誠顧客的管理——以成都世紀城洲際大飯店為例(已修改)
2024-12-02 16:45 本頁面
【正文】 I 淺析飯店忠誠顧客的管理 —— 以成都世紀城洲際大飯店為例 摘要 ： 21世紀的飯店的一個重要的特征就是以顧客為中心。這就是說，這是一個顧客對商品選擇和挑剔的時代，因此要求飯店要盡一切努力去使顧客獲得從物質(zhì)到精神上的全面的滿意，從而贏得顧客忠誠。忠誠的顧客是飯店競爭實力的真正所在，培育和維護忠誠的顧客群體已經(jīng)成為酒店市場制勝的重要策略。本文在吸收前人研究成果基礎(chǔ)上，規(guī)范分析顧客忠誠與顧客滿意的關(guān)系，并結(jié)合實習(xí)單位，找到一些對忠誠顧客的管理方法，提出見解。 我國飯店業(yè)發(fā)展迅速，如何在激烈的市場競爭中贏得優(yōu)勢地 位，是每位經(jīng)營者必須要面臨的挑戰(zhàn)。忠誠顧客在該行業(yè)扮演著至關(guān)重要的角色，只有深刻了解了忠誠顧客的影響因素及管理方法，才能在飯店領(lǐng)域中站穩(wěn)腳步，求得更遠的發(fā)展。 關(guān)鍵詞 ：顧客 忠誠 滿意 管理體制 管理方法 II Slightly Discuss the Management of Guest loyalty Take the Intercontinental Century City Chengdu Hotel as the Example Abstract: An important character of the hotel in 21st century is to take customer as a center .That is to say, this is a guest VS the merchandise selection and overly critical of age. So requesting the hotel to want is to the utmost the whole hard make the guest acquisition the appurtenance guilder arrive the overall in the spirit to be satisfied with. The honest customer is the real place of hotel rivalry real strength, Cultivate and support honest customer’s munity have already bee the important strategy that market in the hotel overe. How to create and keep customer’s loyalty is a focus that the customer relates to manage theory field and business circles concern. The Hospitality Industry developing very fast in our country, so how to get a advantage stance in the pete market should be the question that each operator should consider. The loyalty guest play an important role in this industry, only understanding the loyalty guest deeply, then can stand a firm step and have a further development. Keywords: Guest。 Loyalty。 Satisfaction。 Management System。 The Methods of Management III 目錄 1引言 ............................................................... 1 2相關(guān)理論陳述 ........................................................ 1 ........................................................ 1 .................................................... 1 .................................................... 3 .................................................. 4 ................................................ 5 ........................................................ 5 .................................................... 5 .................................................. 6 .................................................. 6 3成都世紀城洲際大飯店對顧客忠誠度管理的現(xiàn) 狀分析 .......................... 7 .............................................. 7 ................................... 7 .......................................................... 7 。 ........................................ 7 ???????????? ? .8 ........................................................ 8 ........................................................ 8 .................................................... 9 ........................... 9 4對如何提高顧客忠誠度的幾點建議 ....................................... 10 ....................................... 10 ............................................... 10 ................................................. 10 ....................................................... 10 ................................................. 10 ................................... 11 結(jié)論 ...........................................
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