体验经济下员工满意度对酒店个性化服务的影响

发布时间：2018-03-21 13:11

本文选题：体验经济　切入点：员工满意度　出处：《云南财经大学》2013年硕士论文　论文类型：学位论文

【摘要】：体验经济是近年来随着社会生产力水平的不断提高，与人们需求层次的不断提升而兴起的一种全新的经济形态。酒店业的竞争随着体验经济的到来日趋激烈，顾客对酒店所提供服务的需求也较之前标准化服务下愈发复杂多样。酒店如何通过创新个性化服务的提供，来满足不同顾客的体验需求，已然成为酒店提升自身竞争力和竞争优势的重要途径。而员工则是这一个性化服务的直接呈现者，一方面，其工作的表现直接影响着顾客感知服务价值的高低，进而影响着酒店个性化服务的质量；另一方面，员工的工作表现则取决自身对酒店的满意程度。本文在参阅国内外大量相关文献的基础上，，以服务利润链、内部营销等相关理论为依据，体验经济为时代背景，针对酒店行业的特点，对酒店个性化服务以及酒店员工满意度分别进行论述，并对二者之间的特殊关系进行了探索。并以此为基础，建立了以员工忠诚度、工作效率、顾客满意度为中间变量的结构概念模型。选取昆明地区某酒店作为调查对象进行了实证分析，并对模型进行了假设检验与修正，最终得出结论：酒店员工满意度对酒店自身个性化服务的提供有明显的正向作用。最后，根据本文的的研究结果，提出酒店应从开展优质高效的内部营销、建立公平合理的激励机制、建立良好的人际关系氛围几个方面来提高员工满意度，进而提升个性化服务质量的建议。总而言之，本文从理论入手结合实例，试图考虑在体验经济时代背景下，酒店员工满意度对个性化服务的影响。望可以为国内酒店的经营管理提供一些理论参考。
[Abstract]:Experience economy is a new economic form rising in recent years with the continuous improvement of social productivity and the level of people's demand. The competition of hotel industry is becoming more and more intense with the coming of experience economy. Customer demand for hotel services is also more complex and diverse than under the previous standardized service. How can hotels meet the experience needs of different customers by providing innovative and personalized services? It has become an important way for hotels to enhance their own competitiveness and competitive advantage, and the staff is the direct presenter of this personalized service. On the one hand, the performance of their work directly affects the value of customer perceived service. On the other hand, the performance of the staff depends on their satisfaction with the hotel. On the basis of consulting a large number of related literature at home and abroad, this paper takes the service profit chain, internal marketing and other related theories as the basis, experience economy as the background of the times, aiming at the characteristics of the hotel industry. This paper discusses the individualized service of hotel and the satisfaction degree of hotel staff, and probes into the special relationship between them. This paper selects a hotel in Kunming area as the research object to carry on the empirical analysis, and carries on the hypothesis test and the revision to the model. Finally, it is concluded that hotel staff satisfaction has a significant positive effect on the provision of personalized service. Finally, according to the research results of this paper, it is proposed that the hotel should carry out high quality and efficient internal marketing. It is suggested to establish a fair and reasonable incentive mechanism and establish a good interpersonal atmosphere to improve employee satisfaction and improve the quality of individualized service. In a word, this paper tries to consider the influence of hotel employee satisfaction on individualized service under the background of experience economy, which can provide some theoretical reference for the management of domestic hotels.
【学位授予单位】：云南财经大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.92;F719

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