沈阳旅行社客户关系管理调查研究.docVIP

沈阳旅行社客户关系管理调查研究 ?Travel agency customer relationship management research of Shenyang 学 生 姓 名： 学 院： 专 业： 班 级： 学 号： 指 导 教 师： 审 阅 教 师： 完 成 日 期： 独创性说明 作者郑重声明：本毕业论文(设计)是我个人在指导教师指导下进行的研究工作及取得研究成果。尽我所知，除了文中特别加以标注和致谢的地方外，毕业论文（设计）中不包含其他人已经发表或撰写的研究成果，也不包含为获得辽东学院或其他单位的学位或证书所使用过的材料。与我一同工作的同志对本研究所做的贡献均已在论文中做了明确的说明并表示了谢意。 作者签名：___________ 日期：__ __ 摘 要 随着旅游业的发展，旅行社之间的竞争也越来越激烈。服务不规范、质量无保证、信息技术水平低已成为阻碍旅行社发展的主要问题，而客户关系管理是解决这些问题最有效的手段。旅行社应该充分认识到实施客户关系管理对企业发展的重要作用，明确客户关系管理的具体内容，提升企业客户关系管理理念，构建客户关系管理组织体系，加强旅行社员工的培训与激励。笔者采用问卷调查与参考文献相结合的方法Travel agency customer relationship management research of Shenyang Abstract With the development of the tourism industry has become increasingly fierce competition between travel agents. Non-standard services, quality assurance, ICT has become the main problem hindering travel agent development, and customer relationship management is the most powerful means to solve these problems. The travel agencies should fully recognize the important role of the implementation of customer relationship management, enterprise development, clearly the specific content of the customer relationship management, enhance customer relationship management concept, and build a customer relationship management organization system, to strengthen the travel agency staff training and incentive. I use a combination of methods of the survey and references, the first general described the travel agency customer relationship management, pointed out the importance of the implementation of customer relationship management in the travel agency business, and then for selected from Shenyang various types of travel agencies on behalf of travel agents, customer relationship management status, the problems raised by analyzing Solutions, Shenyang travel agency customer relationship management in order to provide a reference to a certain extent, the