创造正性情感体验 赢得宾客忠诚 |
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引用本文: | 叶红.创造正性情感体验 赢得宾客忠诚[J].商业研究,2002(24):149-151. |
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作者姓名: | 叶红 |
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作者单位: | 浙江经贸职业技术学院,浙江,杭州,310007 |
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摘 要: | 在市场竞争日趋激烈的今天 ,酒店管理人员越来越清醒地认识到忠诚宾客的重要性。所以 ,正性情感体验是赢得宾客忠诚的根本途径 ,情感投资、“零风险”消费、互动服务、定制化服务是达到这一目的的重要手段 ,而知识型服务人员是提升情感服务的关键
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关 键 词: | 正性情感体验 知识型服务人员 互动服务 定制化服务 |
文章编号: | 1001-148X(2002)12下-0149-02 |
修稿时间: | 2002年3月7日 |
Creating Positive Emotion Experience & Gaining Customer Loyalty |
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Abstract: | At present, the keen competition makes the hotel management understand the importance of customer loyalty. The author points out the essential way to gain customer loyalty is the positive motion experience; Emotion investment, "zero risk"consume, interactive service, and customized service are the important methods to achieve this goal; The knowledgeable hotel staff is the key point to achieve the positive emotion service in this process. |
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Keywords: | the positive emotion experience The knowledgeable hotel staff interactive service customized service |
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