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文章在综述国内外相关理论的基础上,将饭店服务创新的内涵界定为服务项目与功能创新、服务流程与提供方式创新、人际服务创新、服务环境与氛围创新以及营销活动创新五个维度,指出顾客需求是影响服务创新成功的重要因素。根据理论与数据分析结果,提出了加强对住店客人与潜在住店群体特点与需求的动态化管理以及创造顾客优异体验价值系统等具体策略。
Based on a review of relevant theories both at home and abroad, the article defines the connotation of hotel service innovation as five dimensions of service project and function innovation, service flow and delivery mode, service innovation, service environment and atmosphere innovation, and marketing innovation. Customer demand is an important factor affecting the success of service innovation. According to the result of theory and data analysis, this paper puts forward some specific strategies such as strengthening the dynamic management of the characteristics and needs of residents and potential residents and creating the excellent experience value system of customers.