中国北京五星级酒的个性化服务策略研究Research on personalized service strategies of five.docVIP

　　中国北京五星级酒的个性化服务策略研究Research on personalized service strategies of five --Executive Summary摘要 本文旨在探讨五星级酒店的个性化服务战略在中国北京。在这项研究中，255份调查问卷和五个半结构化面试是用来收集第一手资料。这项研究的问卷调查结果显示，中国消费者g感官性有形性，可靠性，保证性，响应性，五星级酒店特色服务的情况比他们预期的要差，导致低消费者的满意度。采访结果表明，从五个五星级酒店的经理都认为，个性化的服务效力于一家五星级酒店在北京应对挑战尤为重要的作用。他们认识到CRM的价值，并开发了相应的CRM系统，但他们没能形成一个以客户为中心的企业文化。他们知道信息系统的重要性，并花了很多关于建立信息系统为消费者提供服务，但作为酒店“的管理模式是欠发达，从而导致失败，没有充分利用优势信息系统。五家酒店管理使用了固有的薪酬来激励员工，但没有强调使用薪酬管理的激励和提供个性化的服务规范员工行为。他们已经开始专注于客户体验的重要性，但没有持续创新客户的体验管理。基于上述研究结果，这项研究是从提高客户满意度和企业管理提出的五星级酒店在北京的研究，中国未来的个性化服务战略的建议的看法。This thesis aims to explore the personalized service strategies of five-star hotels in Beijing, China. In this study, 255 copies of questionnaires and five semi-structured intervieation. The questionnaire results of this study shoers perceived about tangibility, reliability, assurance, responsiveness, empathy of characteristic service of five-star hotels er satisfaction. The intervieanagers from the five five-star hotels all believed that customized service plays a particularly important role for a five-star hotels in Beijing in dealing s, but they failed to form a customer-centric corporate culture. They portance of information systems and have spent a lot on establishing information systems for providing services to consumers, but as the hotels’ management model aking full use of advantage of the information systems. Management of the five hotels have used inherent remuneration to motivate employees, but there phasis on the use of pensation management to stimulate and regulate behavior of staff in providing individualized service. They have began to focus on the importance of customer experience , but there er experience management in the five hotels. Based on the above research results, this study the perspectives of improving customer satisfaction and corporate management to put forendations on the future personalized service strategies of five-star hotels in Beijing, China. Table of Content Chapter 1 Introduction...................