摘要
推进个性化服务是提高饭店竞争力的明智之举。从饭店个性化服务的产生背景入手,在理论上分析了激发顾客消费的两类动机因素,即服务的必要因素和魅力因素,阐述了满足顾客需求的3个发展阶段,即量的满足、质的满足和个性化满足的时代,提出了5条有针对性的推进措施。
Improving the personalized service is the wise behavior of enhancing competitive power of a hotel. This article introduces the original backgrounds of the personalized services in hotel at first, then expounds the theoretical basis of management and marketing about the personalized services in hotel, and some countermeasures are proposed.
出处
《石家庄经济学院学报》
2005年第6期761-763,共3页
Journal of Shijiazhuang University of Economics
基金
湖南省教育厅课题(湘教财字〔2002〕14号)
关键词
饭店
个性化服务
推进
理论依据
方法
hotel
the personalized service
improve
theoretical basis
measures
