基于顾客价值理论的成都低星级酒店服务创新研究

发布时间：2019-01-11 07:37

【摘要】：改革开放30余年，成都星级酒店从无到有、从少到多。截至2012年底，成都共有星级酒店109家，，其中一星级酒店2家、二星级酒店19家、三星级酒店47家，其数量约占成都星级酒店的62%。然而近年来，由于经济型酒店快速扩张，成都低星级（一、二、三星级）酒店面临前所未有的挑战。如何构建与提升酒店核心竞争力，增加顾客价值，提高顾客满意度已成为成都低星级酒店的重要战略目标之一。对酒店而言，服务质量关系着酒店的生存与发展，而服务质量的提高，服务创新显得尤为重要。本文以成都低星级酒店为研究对象,在顾客价值理论的指导下，采用理论研究与实证研究相结合的方法对成都低星级酒店服务现状进行分析，并在此基础上对成都低星级酒店服务创新进行研究。以顾客为中心，实现顾客价值最大化，这既是酒店企业发展的内在要求，也是成都低星级酒店发展的必然趋势。本文首先对顾客价值理论进行梳理，阐述了顾客价值理论、顾客价值理论模型及顾客价值与企业竞争力之间的关系，为后文的实证研究提供了理论基础。其次，对成都低星级酒店服务现状进行实证研究。通过实地调研，分析成都低星级酒店服务现状及存在问题。并在此基础上，以成都花园饭店和滨江饭店为例，进行比较研究。第三，本文在顾客价值理论指导下，结合成都低星级酒店服务现状，从服务产品价值创新、服务价值创新、服务人员价值创新、形象价值创新等方面探讨成都低星级酒店如何增加顾客价值、提高顾客满意度、实现低星级酒店可持续发展的策略。
[Abstract]:Reform and opening up for more than 30 years, Chengdu star hotels from scratch, from less to more. By the end of 2012, there were 109 star-rated hotels in Chengdu, including 2 one-star hotels, 19 two-star hotels and 47 three-star hotels. However, in recent years, due to the rapid expansion of economic hotels, Chengdu low-star (1, 2, 3-star) hotels are facing unprecedented challenges. How to build and enhance the core competitiveness of the hotel, increase customer value and improve customer satisfaction has become one of the important strategic goals of Chengdu low star hotel. For hotels, service quality is related to the survival and development of hotels, and the improvement of service quality, service innovation is particularly important. Under the guidance of customer value theory, this paper takes Chengdu low star hotel as the research object, and analyzes the service status of Chengdu low star hotel by combining theoretical research with empirical research. And on this basis, Chengdu low-star hotel service innovation was studied. Taking the customer as the center and realizing the maximization of customer value is not only the inherent requirement of the development of the hotel enterprise, but also the inevitable trend of the development of Chengdu low star hotel. This paper firstly combs the theory of customer value, expounds the theory of customer value, the model of customer value theory and the relationship between customer value and enterprise competitiveness, which provides the theoretical basis for the empirical research later. Secondly, the paper makes an empirical study on the service status of Chengdu low-star hotel. Through the field investigation, analyzes the Chengdu low-star hotel service present situation and the existence question. On this basis, take Chengdu Garden Hotel and Binjiang Hotel as examples to carry on the comparative study. Thirdly, under the guidance of customer value theory, this paper combines the service status of Chengdu low star hotel, from service product value innovation, service personnel value innovation, This paper discusses how to increase customer value, improve customer satisfaction and realize sustainable development of low star hotels in Chengdu.
【学位授予单位】：四川师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F719

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