Author: Chen, Yedan
Title: 中国关系文化在酒店关系营销中的应用研究 : 从顾客市场的视角
Zhongguo guan xi wen hua zai jiu dian guan xi ying xiao zhong de ying yong yan jiu : cong gu ke shi chang de shi jiao
Degree: M.Sc.
Year: 2012
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- China -- Marketing
Customer relations
Department: School of Hotel and Tourism Management
Pages: viii, 57 p. : ill. ; 30 cm.
Language: Chinese
Abstract: 基于"差序格局"理论,本文对中国关系文化在酒店关系营销中的应用进行了研究,构建中国关系文化背景下酒店在顾客市场的关系营销理论模型,并通过案例分析对模型进行了修改。研究发现面子、主动关心和了解、情感性交流、经常往来、互相帮助5种"人情"形式和"超出预期的服务"、"熟人介绍"是酒店员工与顾客建立个人关系的主要途径。
Rights: All rights reserved
Access: restricted access

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