面向饭店集团的CRS功能要素分析与功能模型构建-旅游管理专业毕业论文.docxVIP

浙江大学硕士学位沦文 浙江大学硕士学位沦文 面向饭店集团的CRS功能要素分析与功能模型构建 Abstract It is quite common of hotel chain abroad to affiliate all the rooms together for overall sale and build national and global reservation networks．CRS is quite powerful to gain customers all over the world．Customers can easily get the room availability and price of all the member hotels tbrough CRS and booking rooms quickly and conveniently by using free reservation hotline，online booking and so on．With the development of hotel chains at home，many hotel chains began to devote themselves to develop their own CRS．However,there are quite a few researches on CRS functionality．How to develop CRS in China?What functionality should the CRS have for the hotel chains in China?These questions have not yet been discussed systematically．So，it is of theoretical and practical significance to do researches on CRS． Firstly this thesis systematically summarized the relevant theoretical and empirical researches in literature，especially eoneeming the development of the CRS abroad，the current situation of hotel reservation，the distribution channels of hotel reservation， customer reservation behaviors and customer relationship management，as well as the CRS functionality researches．Secondly,based on the“Anthony MIS model”，a CRS functionality theory model is proposed．According to this model，CRS functionality items are listed，which are gmned from literature and interview,then followed with questionnaire survey to hotel chains and its member hotels．Factor analysis is used to test the key functionality factor model of CRS．Based on this，a CRS functionality model is developed and it is partially proved practical by a case analysis of Jinling CRS． The results of the thesis are as followed： Self-service reservation，seamless connection with other systems，sales management，customer management， distribution management，real—time reservation and trace，as well as VIP strategy,are the key functionalities of CRS and should