【毕业论文】增值服务对酒店顾客满意度的运用策略.docVIP

毕业设计（论文） 题目：增值服务对酒店顾客满意度的运用策略  论增值服务对提升酒店顾客满意度的运用策略 摘要 随着国际旅游业的迅速发展，酒店业在旅游接待，餐饮服务与客房服务方面发挥着重要的作用。酒店业作为一个服务行业，面对的是以顾客为主体的服务对象，提供的是一种以服务为主要内容、生产与消费同步的特殊的核心产品。随着酒店的增多，酒店业竞争越来越激烈。要想留住稳定的客人，酒店业这种特殊的核心产品只有在服务质量不断地满足客人需求，才能给求新求异的顾客创造良好的消费体验和感受，才能赢得顾客，最终创造良好绩效。因此，酒店对服务产品的重视也提高到以创造顾客满意为前提，采取了多种途径增强服务产品竞争实力，而在实践运用中得到顾客认可并让顾客受到实惠的首推增值服务。 关键词：增值服务；顾客满意度；策略 THE USAGE STRATEGY FROM VALUE-ADDED SERVICE PROMOTE CUSTOMER’S SATISFACTION IN THE HOTEL ABSTRACT Along with the quick development of international tourism, hotel industry has a vital role to play in the travel reception, food and beverage-service, and room service. As a service industry, hotel industry faces that the service object of customer is the main content, what to provide is a means of taking serving as a main contents, a synchronous special nucleus product, capacity and consumption. Because the hotel increases, industry rivalry in the hotel is more and more vigorous. In order to keep hard a guest, hotel industry should constantly satisfy guests demand in the service, so as to give different guests good consumption experience that make guests feel well, finally created good performance. Therefore, the respect of hotel to service product also raises with created a shopper satisfaction for premise, adopted various paths to strengthen service product, but practice to receive shoppers approbation in the usage and allow the shopper to be subjected to real benefit is value-added service. Key words: value-added services; customer satisfaction; strategy 目 录 1 绪论 ….1 1.1问题的提出及研究的意义 1 1.2国内外研究的历史与现状 1 2 增值服务概述 3 2.1增值服务的概念 3 2.2增值服务的特点 3 2.3增值服务与顾客满意度 4 3 增值服务在酒店中的运用现状 4 4 增值服务在酒店中运用的条件与原则 6 4.1增值服务运用的条件 6 4.2增值服务坚持的原则 6 5 增值服务在酒店中的运用策略与好处 8 5.1增值服务在酒店中运用的策略 8 5.2增值服务在酒店中运用的好处 10 6 结论 12 参考文献 13 致谢 14 1 绪 论 1.1 问题的提出及研究的意义 改革开放30年以来，我国酒店业正经历着前所未有的大发展时期。国外酒店自20世纪80年代初登陆我国内地以来，迄今为止几乎所有的大型酒店集团都已进入我国市场。自从加入WTO后，我国酒店业面临着新的机遇与挑战。我国酒店业市场竞争更加激烈，出现了国内竞争国际化和国际竞争国内化的局面。与此同时，我国酒店业也借鉴了不少西方科学的酒店管理模式，吸收了标准