基于酒店长期价值创造的绩效衡量：酒店利润必须通过以客户为中心的管理手段来获得的原因

发布时间：2018-02-10 20:01

本文关键词： 旅馆性能利润客人满意值　出处：《复旦大学》2012年硕士论文　论文类型：学位论文

【摘要】：这篇研究论文的主要目的是展现仅仅以利润来衡量一个酒店的经营业绩是远不够的。利润不应该仅仅作为—个酒店的主要目标,或者—个独立存在的必须达到的目的。事实上,顾客们才是一个酒店是否能成功的主要因素。是顾客使得酒店盈利。正如彼得布鲁克讲到:“商业是为了提供商品和服务给消费者而存在的,而不是为了提供工作机会给工人和管理者而存在,或者提供股利给股东而存在。” —个酒店的存在,经营以及作为酒店所有者和酒店投资者的可持续的商业,是只能以酒店能够持续盈利作为前提。然后如果想要使酒店盈利,就必须获得更多的顾客。通过对传统衡量财务业绩的方法的总结和归纳,这篇研究论文试图展现那些现存的对于酒店业绩衡量以及经营状况衡量方法的不足之处基于他们在影响酒店财务结果中扮演的中药角色,事实上,与顾客和员工相关的业绩评价衡量方法都应该被推行。并且,管理者应该对于这些质量层面的衡量做持续性的评估与监控,这些质量层面的衡量应该与整体管理系统的衡量联系在一起,并且全部都应该是以消费者为导向的。酒店经营者的基本目标,事实上,应该是使顾客尽可能成为忠实的甚至具有广告效应的客户,通过客户的经常性的入住以及积极的口头评价来实现。本篇研究论文以下所进行的分析是为了展现什么才是真正影响酒店每日业绩衡量体系：通过研究财务以及非财务指标的重要性来确保一个长期的价值创造
[Abstract]:The main purpose of this research paper is to show that it is far from enough to measure the operating performance of a hotel in terms of its profit alone. Profit should not be the main goal of a hotel, or an objective that must be achieved independently. In fact, Customers are the main factor in the success of a hotel. It is the customer who makes the hotel profitable. Just like Peter. "Business exists to provide goods and services to consumers, not to provide jobs for workers and managers, or dividends to shareholders," Brooke said. -the existence, operation, and sustainable business of hotels as owners and investors of hotels can only be premised on sustained profitability. And then if you want to make the hotel profitable, By summing up and summarizing the traditional methods of measuring financial performance, this research paper attempts to show the shortcomings of the existing methods for measuring hotel performance and business performance. Based on their role in influencing hotel financial results, in fact, performance measures related to customers and employees should be implemented. Managers should continuously evaluate and monitor these quality measurements, which should be linked to those of the overall management system. And all should be consumer-oriented. The basic goal of hotel operators, in fact, should be to make customers as loyal as possible and even advertisers. Through the customer's regular stay and positive verbal evaluation to achieve. The following analysis is conducted to show what truly affects the hotel's daily performance measurement system: to ensure a long-term value creation by studying the importance of financial and non-financial indicators
【学位授予单位】：复旦大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F719;F274

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