情感营销对顾客感知服务质量的影响研究

情感需求是消费者购买产品和服务时非常关注的一类需求,企业应在营销过程中利用情感要素增强营销效果。情感营销是企业从情感角度来满足顾客的需求,提高顾客感知服务质量。酒店分析情感营销对顾客感知服务质量的各个维度的影响,能为提升酒店服务质量提供有效情感营销策略。     

Using integrated quality assessment for hotel service quality

In the age of growing foreign tourism, providing excellent quality service at hotels is increasingly more important. Service quality and customer satisfaction have gradually been recognized as key factors used to gain competitive advantage and customer retention. Most companies conducted satisfaction surveys of their customers, with a view of using analysed results to identify attributes of potential improvement. However, this kind improvement decisions on the attributes with a lower satisfaction level needs not to be appropriated. Thus, to achieve higher levels of overall satisfaction with the hotel experience, this study combined four simple methods, including Kano’s model, refined Kano’s model, Importance-Satisfaction model, and the Improvement index, to evaluate two types of hotels. The integrated approach of service quality measurement is based on the importance and satisfaction survey of the quality attributes. The survey, with 24 attributes and service items, were administrated to a random sample of 400 customers at one business hotel and one resort hotel in Taiwan. The strategies of these two kinds of hotels were compared and discussed in this study. On the basis of the key quality attributes identified by employing the integrated approach, which are significantly different from those identified on the basis of a simple satisfaction survey, hotels can make appropriate decisions on specific areas for improvement to further enhance the hotel service quality in Taiwan.     

酒店顾客型服务质量管理分析

我国酒店业在经过近二十年发展后,应从规范型服务质量管理向顾客型服务质量管理过渡,以赢得酒店服务质量的竞争优势。顾客体验价值是服务质量传递的重要环节,因此,要建立以顾客价值交付体系为基础的酒店服务质量管理方式。     

浅谈提升中小城市酒店服务质量的对策

近几年中小城市酒店业发展势头迅猛,但其服务质量却与大城市中小酒店的服务存在较大的差距。文章从提升服务质量对中小城市酒店发展的重要性入手,分析了顾客对中小城市酒店服务质量的要求和中小城市酒店服务质量存在的问题及原因,提出了建立完善的酒店服务制度、明确酒店工作流程和服务标准、创新酒店服务类型、优化服务过程、加强酒店培训、完善酒店质量监控体系等措施,以提升酒店服务质量和酒店管理水平。     

The impact of online reviews on inbound travellers’ decision making

This paper explores the hotel experience of inbound travellers to five-star boutique hotels of Sri Lanka and ascertains how hotels have satisfied their customers’ expectations through assessment of the positive and negative reviews. A qualitative research method of content analysis incorporating quantitative elements is engaged for this study. Data comes from a survey conducted by the TripAdvisor website. This study reveals that all dimensions of service quality played an equally important role from the perspective of customers. However, consumers are not satisfied due to the presence of perceived quality gaps. It was revealed that to maximise customer satisfaction, boutique hotels need to refer to online reviews to obtain authentic information from their guests. Sri Lanka is making strong efforts to support its tourism industry which got affected by the 2019 Sri Lanka Easter bombings, therefore the findings of this paper will undoubtedly be useful for the trade.     

基于体验视角的酒店企业知识创新研究

酒店企业所提供的服务好坏主要体现在是否能够带给顾客真正的体验价值,这就决定了其服务知识创新必须从顾客体验的视角来进行,才能不断提升服务品质。基于这一视角,酒店企业可以在对顾客服务中遵循知识创新的SRO-ECI过程,包括暗默知识的共同化(S)、关联化(R)、吸收化(O)、表出化(E)以及形式知识的连接化(C)和内化(I)过程。因此,以不断提升顾客体验价值为目标,遵循SRO-ECI知识创新过程来进行酒店服务知识创新,最终会促使酒店企业取得较高的经营绩效。     

浅谈客户自助服务模式

积极推进客户自助服务是企业提高服务水平和降低服务成本的最佳途径,也是现代服务业信息化服务的一种创新思路和手段。文章以电信行业为例,探讨了客户自助服务模式的整体方案,为企业由传统人工服务模式向电子自助服务模式的转变提供了新思路。     

以差距模型和价值曲线评价模型分析饭店服务质量——以广州香格里拉大酒店为例

饭店服务质量的优劣决定着饭店的命运,其不仅要依靠硬件设施,还需要一系列完善的软件服务,同时根据消费者的需求和期望来提供个性化服务。文章以广州香格里拉大酒店为例,运用差距分析模型和价值曲线评价模型来分析其服务质量,对比当今饭店服务质量发展中存在的问题,提出关于如何提高饭店服务质量的建议。     

经济型酒店服务能力与顾客满意度的研究

随着改革开放的不断深入,我国经济开始了新一轮的发展,面对市场对经济发展的影响,以满足大众消费需求为目标的经济型酒店如雨后春笋般层出不穷,中国市场中外合资酒店也在不断地扩张,面对如此大的发展压力,经济型酒店该如何满足顾客的需求,这就需要有优秀的服务,较高的服务能力可以使经济型酒店在市场竞争中占有一丝优势。酒店经营效益的好或坏完全取决于酒店的服务质量,不仅如此,顾客的满意度还可以大大降低酒店的运营成本,提高经济型酒店的服务能力将有利于酒店业的发展,推动我国的第三产业发展,使国民经济在上新台阶。     

基于顾客导向的企业服务承诺的设计与实施

服务承诺(service guarantee)作为一种重要的营销手段,在各类企业中得到越来越广泛的使用。基于顾客导向的服务承诺的设计与实施,可以更好地满足顾客需求和增加购买意愿,有利于提高企业的服务质量和增强市场竞争力。在服务承诺的设计过程中,需要选择服务承诺的类型、设计具体流程;在服务承诺的实施过程中,需要对整个实施过程进行有效监控,具体包括加强顾客导向的服务过程管理、对服务失误进行补救以及服务承诺的效果评估和反馈优化。     

劳动密集型自助服务顾客满意度影响因素初探

自助服务日益盛行,而国内外大部分学术文献都把注意力集中在人员互动的服务中,文章运用关键因素法对劳动密集型自助服务的顾客满意度影响因素进行了探讨。首先通过开放式问卷获取顾客对劳动密集型自助服务的经历,然后从中归纳出顾客满意度影响因素,结论是有形环境、产品、自由、可控、人员服务、他人影响是劳动密集型自助服务顾客满意度的影响因素。其中,自由和可控是劳动密集型自助服务特有的顾客满意度影响因素。     

Toward an integrative approach to designing service experiences: Lessons learned from the theatre

A critical element in designing a new service and ultimately achieving customer delight and loyalty, particularly for competitive services where the customer–service provider interface is high, deals with the delivery of memorable personal experience. Since many such services rely on attributes of theatre-like performance, this research examines the process by which theatre plays are chosen, designed and developed with the objective of better understanding how performance excellence is realized. Theatre plays were chosen as a basis for study because of their long history of mastering the critical elements of performance staging and the reputation for opening on time at near peak performance levels. Using a case-based, qualitative research approach, the theatre play process is described, implications are extracted and a corresponding management process model is presented. Research and management implications for new service design and service delivery excellence are suggested.     

国有大型银行大堂服务管理研究

网点大堂服务管理重在大堂经理,大堂经理是客户进入网点时最先接触的人员,代表着网点给客户的第一印象,对维护网点形象和大堂秩序、合理优化柜面业务,提高营业效率起到了决定性的作用。但我们也发现网点在客户引导分流、岗位设置、柜台业务设置、客户识别等方面存在一些不足,制约了网点的建设与发展。本文通过深入分析、研究网点大堂服务管理流程,提出建议及改进措施,使网点在引导分流、业务咨询、有效客户识别、辅助客户使用自助设备等几方面的服务内容更加专业、高效、有序。     

High Performance Work Systems for Service Quality: Boundary Conditions and Influence Processes

Drawing on agency theory and the resource‐based view, this study examines the moderating effect of hotel ownership structure on the relationship between high‐performance work systems for service quality (HPWS‐SQs) and service performance as well as the curvilinear relationship between hotel service performance and hotel profitability. Results from surveys and archival data of 126 hotels showed that when hotels were owned and operated by brands, HPWS‐SQs had a positive effect on service performance. Moderated mediation analyses showed that service performance as a mediator accounted for the moderating effect of ownership and management structure on the relationship between HPWS‐SQs and hotel profitability. In addition, service performance demonstrated an inverted U‐shaped relationship with hotel profitability. These findings advanced the understanding of the boundary conditions and influence processes of HPWS‐SQs on financial performance in service settings. © 2016 Wiley Periodicals, Inc.     

“神秘顾客”访查法在饭店服务管理中的应用研究——以洛阳市星级饭店为例

"神秘顾客"访查法是饭店星级评定的重要工作方法之一,也是饭店服务诊断评估及服务管理的有效工具。但是,在实践中,此方法的成熟度及有效性还有待提高。本文认为:神秘顾客访查标准制定必须面向业界实际,与时俱进;选择"神秘顾客"时应避免"熟人关系",确保访查结果的公正客观;针对访查中存在的问题,饭店应建立深层整改机制,避免简单化处理,同时,注重内部沟通,改善饭店管理环境,为神秘顾客访查法的有效运用创造有利的环境条件。     

基于质量功能展开的连锁家饰店服务质量研究

质量功能展开(Quality Function Deployment,QFD)是一种透过质量屋的运作,系统地将顾客需求转换成工程要求的技术的方法。文中应用QFD导入PZB服务质量模式,整合模糊理论、Kano二维质量模式及顾客满意效益系数,分析连锁家饰店顾客服务质量需求的权重与排序,再以灰关联分析理论确定连锁家饰店各项工程要求质量的灰关联度值与排序,有助于经营者明确提高服务质量的重点。     

CRM在酒店管理系统中的设计与应用

客户关系管理（CRM）是一种新的管理理念,在企业的具体实践中引入这一理念有利于企业去管理并分析宝贵的客户数据,从而更加了解和更准确预测客户的需要,改善客户服务质量,不断改进与客户关系,提高客户满意度以及加强客户的忠诚度。文章介绍了一个实用的酒店管理信息系统的设计和实现方法,针对目前传统酒店管理信息系统中存在的缺陷,重点论述了如何把CRM理念引入该管理信息系统中。实践证明,该系统具有良好的性能和较强的适用性。     

Performance optimization of an online retailer by a unique online resilience engineering algorithm

Online shopping has become more attractive and competitive in electronic markets. Resilience engineering (RE) can help such systems divert to the normal state in case of encountering unexpected events. This study presents a unique online resilience engineering (ORE) approach for online shopping systems and customer service performance. Moreover, this study presents a new ORE algorithm for the performance optimisation of an actual online shopping system. The data are collected by standard questionnaires from both expert employees and customers. The problem is then formulated mathematically using data envelopment analysis (DEA). The results show that the design process which is based on ORE is more efficient than the conventional design approach. Moreover, on-time delivery is the most important factor from the personnel’s perspective. In addition, according to customers’ view, trust, security and good quality assurance are the most effective factors during transactions. This is the first study that introduces ORE for electronic markets. Second, it investigates impact of RE on online shopping through DEA and statistical methods. Third, a practical approach is employed in this study and it may be used for similar online shops. Fourth, the results are verified and validated through complete sensitivity analysis.     

基于顾客满意的第三方物流服务质量评价体系

服务质量关乎企业的成败,而服务质量体系的不完善会影响第三方物流进行有效的服务质量考核．无法有效提升企业的整体竞争力。从服务质量理念研究影响我国第三方物流服务质量顾客满意的主要因素．以此来构建第三方物流企业服务质量体系,为第三方物流企业改进服务水平提供有效的依据。     

物流客户服务管理研究

本文首先分析了我国物流客户服务管理中存在的一些问题,进一步指出提升物流客户服务管理的必要性。并针对当前物流客户管理中出现的漏洞,提出建立"以客户为中心"的客户管理思想、有针对性地培育各种客户群、改善售后服务质量、建立客户服务反馈机制、建立高效的CRM软件交流平台等措施。