本文選題：體驗經(jīng)濟　切入點：員工滿意度　出處：《云南財經(jīng)大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：體驗經(jīng)濟是近年來隨著社會生產(chǎn)力水平的不斷提高，與人們需求層次的不斷提升而興起的一種全新的經(jīng)濟形態(tài)。酒店業(yè)的競爭隨著體驗經(jīng)濟的到來日趨激烈，顧客對酒店所提供服務(wù)的需求也較之前標準化服務(wù)下愈發(fā)復(fù)雜多樣。酒店如何通過創(chuàng)新個性化服務(wù)的提供，來滿足不同顧客的體驗需求，已然成為酒店提升自身競爭力和競爭優(yōu)勢的重要途徑。而員工則是這一個性化服務(wù)的直接呈現(xiàn)者，一方面，其工作的表現(xiàn)直接影響著顧客感知服務(wù)價值的高低，進而影響著酒店個性化服務(wù)的質(zhì)量；另一方面，員工的工作表現(xiàn)則取決自身對酒店的滿意程度。 本文在參閱國內(nèi)外大量相關(guān)文獻的基礎(chǔ)上，，以服務(wù)利潤鏈、內(nèi)部營銷等相關(guān)理論為依據(jù)，體驗經(jīng)濟為時代背景，針對酒店行業(yè)的特點，對酒店個性化服務(wù)以及酒店員工滿意度分別進行論述，并對二者之間的特殊關(guān)系進行了探索。并以此為基礎(chǔ)，建立了以員工忠誠度、工作效率、顧客滿意度為中間變量的結(jié)構(gòu)概念模型。選取昆明地區(qū)某酒店作為調(diào)查對象進行了實證分析，并對模型進行了假設(shè)檢驗與修正，最終得出結(jié)論：酒店員工滿意度對酒店自身個性化服務(wù)的提供有明顯的正向作用。最后，根據(jù)本文的的研究結(jié)果，提出酒店應(yīng)從開展優(yōu)質(zhì)高效的內(nèi)部營銷、建立公平合理的激勵機制、建立良好的人際關(guān)系氛圍幾個方面來提高員工滿意度，進而提升個性化服務(wù)質(zhì)量的建議。 總而言之，本文從理論入手結(jié)合實例，試圖考慮在體驗經(jīng)濟時代背景下，酒店員工滿意度對個性化服務(wù)的影響。望可以為國內(nèi)酒店的經(jīng)營管理提供一些理論參考。
[Abstract]:Experience economy is a new economic form rising in recent years with the continuous improvement of social productivity and the level of people's demand. The competition of hotel industry is becoming more and more intense with the coming of experience economy. Customer demand for hotel services is also more complex and diverse than under the previous standardized service. How can hotels meet the experience needs of different customers by providing innovative and personalized services? It has become an important way for hotels to enhance their own competitiveness and competitive advantage, and the staff is the direct presenter of this personalized service. On the one hand, the performance of their work directly affects the value of customer perceived service. On the other hand, the performance of the staff depends on their satisfaction with the hotel. On the basis of consulting a large number of related literature at home and abroad, this paper takes the service profit chain, internal marketing and other related theories as the basis, experience economy as the background of the times, aiming at the characteristics of the hotel industry. This paper discusses the individualized service of hotel and the satisfaction degree of hotel staff, and probes into the special relationship between them. This paper selects a hotel in Kunming area as the research object to carry on the empirical analysis, and carries on the hypothesis test and the revision to the model. Finally, it is concluded that hotel staff satisfaction has a significant positive effect on the provision of personalized service. Finally, according to the research results of this paper, it is proposed that the hotel should carry out high quality and efficient internal marketing. It is suggested to establish a fair and reasonable incentive mechanism and establish a good interpersonal atmosphere to improve employee satisfaction and improve the quality of individualized service. In a word, this paper tries to consider the influence of hotel employee satisfaction on individualized service under the background of experience economy, which can provide some theoretical reference for the management of domestic hotels.
【學(xué)位授予單位】：云南財經(jīng)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F272.92;F719

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