基于服务利润链的A酒店竞争策略研究

发布时间：2018-06-03 05:32

本文选题：服务利润链 + 酒店　；参考：《天津大学》2012年硕士论文

【摘要】：在服务业全面快速发展的大环境下，得益于旅游业持续升温等良好契机，中国星级酒店不断发展壮大，但是整体经营效益及利润水平却差强人意。面对高水准外资酒店的逐渐渗透及经济型连锁酒店的蓬勃发展，，国内星级酒店在得益于良好机遇的情况下，也面临激烈的市场竞争。基于此，本文以服务利润链模型为理论依据，首先从理论来源、构成要素、内在逻辑和构建方式四个方面详细阐述了该理论内涵，分析利润、顾客、员工、企业四者间的有机联系；其次对A酒店基本情况进行简单介绍，并运用SWOT分析法对其面临的竞争环境进行整合和分析；同时将问卷调查法与访谈法相结合，对A酒店员工满意度和顾客满意度进行实证研究，运用SPSS18.0分析工具，对数据进行质量分析、描述性统计分析和因子分析,了解目前酒店员工和顾客的满意程度，分析其内在联系，以期发现酒店经营管理过程中的不足；最后，基于前文的理论研究和实证分析，从提高员工满意度、忠诚度和顾客满意度、忠诚度两个角度出发，提出针对性的改进措施和竞争策略，以提高A酒店的市场竞争力。本文将理论研究和实证分析相结合，为提高A酒店员工和顾客的满意度、忠诚度提供切实的竞争策略，以服务质量为核心，努力构建酒店内部良性员工能力循环系统、员工满意度循环系统、顾客忠诚度循环系统以及企业盈利循环系统，最终实现酒店盈利能力的增长和可持续发展。
[Abstract]:Under the overall and rapid development of the service industry, thanks to the good opportunities such as the continuous heating up of tourism, the star-rated hotels in China continue to grow, but the overall operating efficiency and profit level are not satisfactory. In the face of the gradual penetration of foreign hotels of high standard and the vigorous development of economic chain hotels, domestic star hotels are facing fierce market competition while benefiting from good opportunities. Based on this, this paper takes the model of service profit chain as the theoretical basis. Firstly, from four aspects of theoretical source, constituent elements, internal logic and construction mode, this paper elaborates the connotation of the theory, analyzes the profit, customer, employee, etc. Secondly, the basic situation of hotel A is briefly introduced, and the competitive environment is integrated and analyzed by using SWOT analysis method. At the same time, the questionnaire survey method and interview method are combined. This paper makes an empirical study on the employee satisfaction and customer satisfaction of A Hotel. Using the SPSS18.0 analysis tool, it analyzes the quality of the data, descriptive statistical analysis and factor analysis to understand the degree of satisfaction of the hotel staff and customers. Finally, based on the previous theoretical research and empirical analysis, from the perspective of improving employee satisfaction, loyalty and customer satisfaction, loyalty, two angles, such as improving employee satisfaction, loyalty and customer satisfaction, and loyalty, are analyzed in order to find out the deficiencies in the process of hotel management. Put forward targeted improvement measures and competitive strategies to improve the market competitiveness of Hotel A. This paper combines theoretical research with empirical analysis to provide effective competitive strategies to improve employee and customer satisfaction and loyalty in Hotel A, and try to construct a virtuous staff competence circulatory system within the hotel with service quality as the core. Employee satisfaction circulatory system customer loyalty circulatory system and enterprise profit circulation system finally realize the growth and sustainable development of hotel profitability.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F719

【参考文献】