北京奥运签约饭店的E-mail客户服务现状及国际差异

E—mail正成为饭店与客户之间沟通的重要工具，本研究针对北京112家奥运签约饭店，采用神秘顾客法进行E—mail调查，结果表明：（1）奥运签约饭店对E-mail客户服务重视程度尚不高，整体回复率较低；（2）能够对E—mail做出回复的奥运签约饭店在及时性方面基本达到国际水平；（3）英语水平是制约奥运签约饭店E-mail回复质量的关键。总体而言。奥运签约饭店的E—mail客户服务还处于发展的初始阶段。但因该项服务在世界范围内也刚刚开始，整体回复质量皆不高，因此，奥运签约饭店如能在该领域改善工作，将使它们快速获得具有竞争性的国际优势。

On the Present Situation of E-mail Client Service in Beijing Olympic Cooperative Hotels and International Difference

E-mail is becoming an important communicative tool between hotels and clients.This study conducts E-mail investigation about 112 Olympic cooperative hotels in Beijing by adopting mystery-guest approach.The result indicates:1.Most of the Olympic cooperative hotels do not pay enough attention to E-mail client service.2.Those hotels that are able to provide prompt E-mail responses have basically reached international level.3.English ability is the key to restricting their E-mail response quality.Overall,their ...