【摘要】：改革開放30余年，成都星級酒店從無到有、從少到多。截至2012年底，成都共有星級酒店109家，，其中一星級酒店2家、二星級酒店19家、三星級酒店47家，其數(shù)量約占成都星級酒店的62%。然而近年來，由于經(jīng)濟(jì)型酒店快速擴(kuò)張，成都低星級（一、二、三星級）酒店面臨前所未有的挑戰(zhàn)。如何構(gòu)建與提升酒店核心競爭力，增加顧客價值，提高顧客滿意度已成為成都低星級酒店的重要戰(zhàn)略目標(biāo)之一。 對酒店而言，服務(wù)質(zhì)量關(guān)系著酒店的生存與發(fā)展，而服務(wù)質(zhì)量的提高，服務(wù)創(chuàng)新顯得尤為重要。本文以成都低星級酒店為研究對象,在顧客價值理論的指導(dǎo)下，采用理論研究與實(shí)證研究相結(jié)合的方法對成都低星級酒店服務(wù)現(xiàn)狀進(jìn)行分析，并在此基礎(chǔ)上對成都低星級酒店服務(wù)創(chuàng)新進(jìn)行研究。 以顧客為中心，實(shí)現(xiàn)顧客價值最大化，這既是酒店企業(yè)發(fā)展的內(nèi)在要求，也是成都低星級酒店發(fā)展的必然趨勢。本文首先對顧客價值理論進(jìn)行梳理，闡述了顧客價值理論、顧客價值理論模型及顧客價值與企業(yè)競爭力之間的關(guān)系，為后文的實(shí)證研究提供了理論基礎(chǔ)。 其次，對成都低星級酒店服務(wù)現(xiàn)狀進(jìn)行實(shí)證研究。通過實(shí)地調(diào)研，分析成都低星級酒店服務(wù)現(xiàn)狀及存在問題。并在此基礎(chǔ)上，以成都花園飯店和濱江飯店為例，進(jìn)行比較研究。 第三，本文在顧客價值理論指導(dǎo)下，結(jié)合成都低星級酒店服務(wù)現(xiàn)狀，從服務(wù)產(chǎn)品價值創(chuàng)新、服務(wù)價值創(chuàng)新、服務(wù)人員價值創(chuàng)新、形象價值創(chuàng)新等方面探討成都低星級酒店如何增加顧客價值、提高顧客滿意度、實(shí)現(xiàn)低星級酒店可持續(xù)發(fā)展的策略。
[Abstract]:Reform and opening up for more than 30 years, Chengdu star hotels from scratch, from less to more. By the end of 2012, there were 109 star-rated hotels in Chengdu, including 2 one-star hotels, 19 two-star hotels and 47 three-star hotels. However, in recent years, due to the rapid expansion of economic hotels, Chengdu low-star (1, 2, 3-star) hotels are facing unprecedented challenges. How to build and enhance the core competitiveness of the hotel, increase customer value and improve customer satisfaction has become one of the important strategic goals of Chengdu low star hotel. For hotels, service quality is related to the survival and development of hotels, and the improvement of service quality, service innovation is particularly important. Under the guidance of customer value theory, this paper takes Chengdu low star hotel as the research object, and analyzes the service status of Chengdu low star hotel by combining theoretical research with empirical research. And on this basis, Chengdu low-star hotel service innovation was studied. Taking the customer as the center and realizing the maximization of customer value is not only the inherent requirement of the development of the hotel enterprise, but also the inevitable trend of the development of Chengdu low star hotel. This paper firstly combs the theory of customer value, expounds the theory of customer value, the model of customer value theory and the relationship between customer value and enterprise competitiveness, which provides the theoretical basis for the empirical research later. Secondly, the paper makes an empirical study on the service status of Chengdu low-star hotel. Through the field investigation, analyzes the Chengdu low-star hotel service present situation and the existence question. On this basis, take Chengdu Garden Hotel and Binjiang Hotel as examples to carry on the comparative study. Thirdly, under the guidance of customer value theory, this paper combines the service status of Chengdu low star hotel, from service product value innovation, service personnel value innovation, This paper discusses how to increase customer value, improve customer satisfaction and realize sustainable development of low star hotels in Chengdu.
【學(xué)位授予單位】：四川師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274;F719

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