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本文对旅游企业服务利润链内在逻辑关系进行深度剖析,论述员工敬业度与顾客认同度是顾客满意度基础上的发展与提升,通过一线员工与顾客之间互动而拥有忠诚顾客,提高企业赢利能力,并对敬业度和认同度提出了具体的评判标准.

Satisfaction Degree,Staff Devotion Degree,Customer Identification Degree--Another Thinking about Profit Chain of Tourism Enterprises

Through an in depth analysis of the inner logic relations viewed from service profit Chain of tourism enterprises,this thesis proves that staff devotion and customer identification are the development and upgrade on the basis of customer satisfaction,and both of them are the key factors to raise the customer loyalty with the mutual action between the front desk staff and customer,simultaneously enhancing the profit gain ability of the tourism enterprises.Some evaluating criteria are proposed in this article.