酒店员工满意对顾客关系管.docVIP

本科学生毕业论文 酒店员工满意对顾客关系管 理的影响及提升对策分析 黑 龙 江 工 程 学 院 二○○九年六月 The Graduation Design for Bachelors Degree The Analysis on the Influence and Promotion Countermeasure Between Employee Satisfies and Customer Relationship Management Heilongjiang Institute of Technology 2009-06 摘　　要 随着竞争日益激烈，顾客需求日趋多元化，顾客关系管理成为服务性企业关心的热门话题。对于典型的服务性行业——酒店而言，顾客关系管理的核心是顾客满意。顾客满意又需要为顾客提供产品、服务等商品的员工的支持。因此，员工满意是顾客关系管理实现的基础。本文从员工满意、顾客满意、顾客关系管理理论入手，在分析了员工满意与顾客关系管理关系的基础上，找出了领导思想过于传统、招聘环节的沟通不当、薪酬制度不合理、工作本身缺乏吸引力、用工制度泄后、培训体系不够完善、个人发展受到限制员工满意度存在的问题。最终从、、建立合理的薪酬福利体系、提高工作本身的吸引力、改革用工制度、建立有效的培训体系等方面提出了全方位、综合性对策，以期从员工满意度着手实现顾客关系管理。 关键词：酒店；员工满意；顾客满意；顾客关系管理；员工授权；员工培训 ABSTRACT With competition is becoming more and more fierce, customer request is going to be diversified. The customer relationship management has been the hot topic of services enterprises. Hospitality industry is the typical service type enterprises; the core of CRM is customer satisfaction. Hospitality industry will provide product, service to satisfy customer’s request, meanwhile, it also needs employees’ support. Therefore, employee satisfaction is the base to fulfill the management of customer relationship. This thesis started with the theory of employee satisfaction, customer satisfaction and CRM, analysis the connection of employee satisfaction and CRM, concluded some problems in hotel industry, which is that the leadership guidance is not updated, compensation system is not reasonable, non-attracted job assignments, training system is incomplete, and people development is restrict. Finally, to solve the above problems, it proposed to establish emotion management, develop efficient recruitment method and reasonable compensation and benefit system. At the same time, to create more attractive jobs, set up efficient training system. it hope we can carry out the efficient CRM begin with employee satisfaction, and develop the CRM by using the above proposals. Key words: Hotel; Employee Satisfaction; Customer Satisfaction; Customer Relationship Mana