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。

Knowledge Innovation of Hotel Business Based on the Experience Perspective

Hotel service quality is mainly determined by whether it can bring each customer real value of experience.So,the hotel service knowledge innovation must be made from the viewpoint of customer experience in order to enhance its service quality continuously.Based on this viewpoint,hospitality can obey the SRO-ECI process of knowledge innovation in the hotel service,including the Socialization of Tacit Knowledge(S),Correlation(R),Obsorbing(O),Externalization of Explicit Knowledge(E),Combination(C) and Internalization(I) process.Therefore,aiming at the objective of improving the value of customer experience continuously,and following the process of SRO-ECI knowledge innovation to make hospitality knowledge innovation,will promote hospitality to achieve higher business performance ultimately.