酒店业经营中的文化因素-工商管理(MBA)专业论文.docxVIP

酒店业经营中的文化因素 摘 要 酒店业的竞争涉及许多方面的复杂因素 本文试图从区别于经典理论的视 角对这些因素按 实质性因素 和 文化因素 的概念进行分类 并着重对酒 店经营中的文化因素作了初步的研究和分析 研究的方法以定性分析结合定量分析 部分采取了案例分析的方法 所用 数据和材料则来自对顾客意见询问和实际工作记录的统计结果 及相关资料等 本文从顾客需求和酒店竞争优势等方面作了分析 认为文化因素在酒店业 的市场竞争中起着重要的作用 作为对 酒店文化 进行研究的基础 我们在 一定范围内作了对顾客意见的询问调查和对酒店工作记录的统计 基于对调查 和统计结果的分析 我们发现文化因素 在顾客对酒店产品形成印象和联想 的过程中起着十分重要的作用 从而对顾客的行为有着深刻的影响 在对顾客 满意度的作用上实质性因素 通常是 必须因素而 文化因素 则往往 可归入 满意因素 一类 本文从视觉形象食文化服务氛围 历史典故 品牌形象等方面对 酒 店文化 进行了阐述和分析 根据调查 统计分析的结论和一些酒店的实际做法 结合对各方面因素的 分析 我们认为酒店构建基于文化因素的竞争优势 应遵循的战略原则包括 歧 异 战略趋同 战略等 并应注意处理好文化风格和效益的关系 关键词 酒店业 文化因素 酒店文化歧异 战略趋同 战略 THE CULTURAL FACTORS IN THE HOTEL INDUSTRY ABSTRACT There are many different kinds of factors involved in the competition of hotel industry. By using the concepts of substantial factors” and “cultural factors”, we tried in this thesis to analyze the competition in a way different from the classical theories in this field. The study methods we employed in this thesis include qualitative analysis and quantitative analysis. The data and other materials quoted are from statistics of customer questionings, daily work records and other sources. By analyzing the factors of both customer demand and hotel advantage, we argue that the “cultural factors” play a very important role in the competition of hotel industry. As the basic work of the research, we questioned a certain number of customers for their comments on the factors of “hotel product”, and did statistical analysis on the daily work records of a certain hotel. And according to the analysis of the results, we realize that the “cultural factors” have great influence over customer’ s satisfaction and their behavior. We also described and analyzed different aspects of “hotel culture” in terms of visual image, “gastronomic culture”, service mood, historical legend, and brand image, etc. Based on the above statistical analysis and the practices of some hotels in concerned fields, we conclude that the advantages on “hotel culture” can be established by emp