本文選題：體驗(yàn)經(jīng)濟(jì)　切入點(diǎn)：員工滿(mǎn)意度　出處：《云南財(cái)經(jīng)大學(xué)》2013年碩士論文　論文類(lèi)型：學(xué)位論文

【摘要】：體驗(yàn)經(jīng)濟(jì)是近年來(lái)隨著社會(huì)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(jì)形態(tài)。酒店業(yè)的競(jìng)爭(zhēng)隨著體驗(yàn)經(jīng)濟(jì)的到來(lái)日趨激烈，顧客對(duì)酒店所提供服務(wù)的需求也較之前標(biāo)準(zhǔn)化服務(wù)下愈發(fā)復(fù)雜多樣。酒店如何通過(guò)創(chuàng)新個(gè)性化服務(wù)的提供，來(lái)滿(mǎn)足不同顧客的體驗(yàn)需求，已然成為酒店提升自身競(jìng)爭(zhēng)力和競(jìng)爭(zhēng)優(yōu)勢(shì)的重要途徑。而員工則是這一個(gè)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(jià)值的高低，進(jìn)而影響著酒店個(gè)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(duì)酒店的滿(mǎn)意程度。 本文在參閱國(guó)內(nèi)外大量相關(guān)文獻(xiàn)的基礎(chǔ)上，，以服務(wù)利潤(rùn)鏈、內(nèi)部營(yíng)銷(xiāo)等相關(guān)理論為依據(jù)，體驗(yàn)經(jīng)濟(jì)為時(shí)代背景，針對(duì)酒店行業(yè)的特點(diǎn)，對(duì)酒店個(gè)性化服務(wù)以及酒店員工滿(mǎn)意度分別進(jìn)行論述，并對(duì)二者之間的特殊關(guān)系進(jìn)行了探索。并以此為基礎(chǔ)，建立了以員工忠誠(chéng)度、工作效率、顧客滿(mǎn)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(duì)象進(jìn)行了實(shí)證分析，并對(duì)模型進(jìn)行了假設(shè)檢驗(yàn)與修正，最終得出結(jié)論：酒店員工滿(mǎn)意度對(duì)酒店自身個(gè)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(kāi)展優(yōu)質(zhì)高效的內(nèi)部營(yíng)銷(xiāo)、建立公平合理的激勵(lì)機(jī)制、建立良好的人際關(guān)系氛圍幾個(gè)方面來(lái)提高員工滿(mǎn)意度，進(jìn)而提升個(gè)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(shí)例，試圖考慮在體驗(yàn)經(jīng)濟(jì)時(shí)代背景下，酒店員工滿(mǎn)意度對(duì)個(gè)性化服務(wù)的影響。望可以為國(guó)內(nèi)酒店的經(jīng)營(yíng)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(cái)經(jīng)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類(lèi)號(hào)】：F272.92;F719

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