餐饮客戶管理研究 : 以上海金茂君悦大酒店餐饮部门为例

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餐饮客戶管理研究 : 以上海金茂君悦大酒店餐饮部门为例

 

Author: 任钟梅
Ren, Zhongmei
Title: 餐饮客戶管理研究 : 以上海金茂君悦大酒店餐饮部门为例
Can yin ke hu guan li yan jiu : yi Shanghai Jin mao jun yue da jiu dian can yin bu men wei li
Degree: M.Sc.
Year: 2005
Subject: Hong Kong Polytechnic University -- Dissertations
Restaurant management -- China -- Shanghai -- Case studies
Food service management -- China -- Shanghai -- Case studies
Customer relations -- China -- Shanghai -- Case studies
Department: School of Hotel and Tourism Management
Pages: v, 59 leaves : ill. ; 30 cm.
InnoPac Record: http://library.polyu.edu.hk/record=b1896931
URI: http://theses.lib.polyu.edu.hk/handle/200/5606
Abstract: 本论文边过对餐饮客户管理的初步研究,阐明餐饮运作部门需更专注于每位客人的需求并为他们提供个性化服务,从而吸引更多的客户光临,提高餐饮收益和同行竞争能力。在文中,作者阐述了三个步骤来成功实现餐饮客户管理:争取和吸引客户:留住客户:提升和强化与客户的关系。论文首先回顾了上海餐饮市场和酒店餐饮的现状。在文献回顾中,作者论述了客户行为理论:客户关系营销和管理理论:客户忠诚度理论;重点客户理论:内部营销和信息技术。论文选用了上海金茂君悦大酒店作为单个实例进行分析,并通过采访收集有关资料。在研究发现部分,作者在通过实证分析后,阐明了理论和实际的结合。最后,作者提出了本论文研究的缺陷和将来的研究方向。总体而言,本论文的撰写为上海餐饮业客户管理的深入研究提供了初步的参考价值。

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