Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | School of Hotel and Tourism Management | en_US |
| dc.creator | 沙仙虎 | - |
| dc.creator | Sha, Xianhu | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/6322 | - |
| dc.language | Chinese | en_US |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.rights | All rights reserved | en_US |
| dc.title | 基于顾客满意度的酒店分层客关系管理研究 :以南京地区为例 | en_US |
| dc.title | Ji yu gu ke man yi du de jiu dian fen ceng ke guan xi guan li yan jiu : yi Nanjing di qu wei li | en_US |
| dcterms.abstract | 随着酒店业竞争的日趋激烈，客作为酒店重要资产的地位越来越凸显，尽 管顾客满意度是测量酒店能否长盛不衰的重要指标，但就目前的酒店客关系管 理研究，焦点主要集中在酒店如何提升客感知。实际上酒店进行客关系管理 并不是对所有客不加区别地对待。因此，从客满意的角度，研究分层客关 系管理的提升策略，具有重要的理论和现实意义。 本研究以江苏南京地区8 家行业高星级单体酒店为研究对象，综合运用文献 研究法、内容分析法和数理统计分析方法，使用SPSS 12.0 对顾客满意度进行研 究。在有关客关系管理和客终身价值文献回顾的基础上，总结了目前在客 关系管理发展研究方面的相关研究方法与研究现状，指出传统方法模型在研究酒 店客关系管理这一系统性课题上存在的不足。在总结顾客满意度影响因素的研 究基础上，考察了各关键因子对于顾客满意度的影响程度。同时结合文献研究和 专家意见，提出了高星级酒店顾客满意度影响因素模型的假设，建立分层顾客满 意度模型，从实证角度进一步分析了酒店客关系管理策略，对国内高星级单体 酒店客分层客关系管理目标、体系、举措等进行了系统地剖析。 本研究的创新点主要有：以顾客的评价作为数据来源，对已有学者在特定情 境下的研究进行了检验，得出了在中国文化大背景下的不同结论；构建了基于不 同客价值的顾客感知质量评价体系；提出了国内本土高星级酒店分层顾客感知 质量各维度的重要性排序；提出了有针对性的酒店客关系管理对策。 | en_US |
| dcterms.extent | 11, 73 leaves ; 30 cm. | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 2011 | en_US |
| dcterms.educationalLevel | All Master | en_US |
| dcterms.educationalLevel | M.Sc. | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations | en_US |
| dcterms.LCSH | Hotel management | en_US |
| dcterms.LCSH | Customer relations | en_US |
| dcterms.LCSH | Consumer satisfaction | en_US |
| dcterms.accessRights | restricted access | en_US |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b24574909.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 943.75 kB | Adobe PDF | View/Open |
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