基于细节服务的酒店形象影响因素研究

细节服务作为酒店管理多元化发展的一个分支,对挖掘、整合和利用酒店资源,发现、赢得和稳定客户,识别、利用和树立良好的酒店形象有着不可忽视的作用.本文首先从细节服务的视角出发,剖析了细节服务的关键因子及其对酒店形象的影响.在此基础上构建了基于细节服务的酒店形象影响因素模型,并提出了相应假设;然后运用统计方法对其进行了验证,实证结果基本符合本文的研究构思和假设;最后,本文就如何依托细节服务提升酒店形象提出了相应对策.

Study on the Influencing Factors of Hotel Image Based on Detailed Service

Detailed service, as one branch of diversified development of hotel management, plays an important role in digging, integrating and utilizing hotel resources, winning and stabilizing clients, identifying and fostering excellent hotel image. The paper firstly analyzes the key factors of detailed service and their impact on hotel image. It establishes the influencing factor model of hotel image based on detailed service and proposes a series of corresponding assumptions. And then it tests the model by applying statistical method. The empirical results are in conformity with the research design and hypotheses. Finally corresponding countermeasures aiming at promoting hotel image are put forward.