饭店业消费者个性化服务策略浅谈.pdfVIP

饭店业消费者个性化服务策略浅谈 中文摘要 随着我国旅游市场的发展，饭店业的竞争也在加剧。在国际饭店业得到广泛认可的消费者个 性化服务策略已成为现代饭店业竞争的关键所在。本文从个性化服务策略对饭店业提高经营水平 的重要性和对饭店业制定营销策略所起到的依据作用这两个方面，论述了实行消费者个性化服务 策略的必要性。并且结合个性化服务策略的提出和应用的实效，强调我国饭店业的服务重心应由 标准化服务策略向个性化服务策略转移，并对个性化服务策略的实施方式提出了建议。 [关键词] 饭店业, 消费者, 标准化服务, 个性化服务 PERSONALIZED SERVICE TACTICS FOR HOTEL Zhang lili Department of economy management ， Beijing Institute of Petro-chemical Technology Postcode 102617 ABSTRACT With the development of tourist market of our country, the competition of the hotel industry is being aggravated too. Consumer personalized service tactics become already key of competition in modern hotel industry. Personalized service tactics can raise the leave of hotels’management. Hotel industry make marketing project also depend on persaonalized service tactics. So Implement the tactics of consumers personalized service is very essential. Combine the proposition and application of the tactics of personalized service. Our country service weight of hotel industry should from standardization shift to personalized service tactics. At the end, there is some advise about personalized service strategy implementation way. Keywords: Restaurant industry, Customer, Standard service tactics, Personalized service tactics 目 录 引言1 1 个性化服务策略有利于饭店业提高经营管理水平2 1.1 我国饭店业发展现状与国外饭店业经营理念和服务手段的比较2 1.1.1 我国饭店业的发展现状2 1.1.2 国外饭店业经营理念和服务手段的创新2 1.2 服务重心应从标准化服务向个性化服务转变3 1.3 国内个性化服务的发展现状4 2 个性化服务是饭店业营销决策的重要依据 5 2.1 饭店的经营特点为个性化服务的实施提供了可能5 2.2 消费者行为的差异性表明消费者个性化需要的存在6 2.2.1 不同目标群体的消费者存在着消费行为的差异6 2.2.2 不同个体消费者存在着消费行为的差异7 3 个性化服务策略的优势与实施7 3.1 个性化服务策略的优势 7 3.1.1 最大程度的满足宾客的个性化需求8 3.1