基于顾客价值的饭店企业组织能力提升研究

Research on the Improvement of Organization Capability of Hotel Industry in View of Customer Value

本文在综述国内外关于顾客价值的理论研究成果基础上,界定了饭店企业顾客价值的内涵,根据饭店企业顾客价值的构成模型,从属性、行为、成本三个方面阐述了饭店企业顾客价值的驱动因素。本文还分析了影响饭店企业组织能力的饭店组织要素,并探讨了饭店顾客价值与其组织能力的关系。针对饭店企业顾客价值创造中的障碍,饭店企业应当从员工管理、价值创新、流程设计、组织文化等方面注重组织能力的提升,从而发挥组织要素的价值创造作用。

This paper researches many achievements about the theory of customer value and discusses the concept of customer value of hotel. The text expounds the factors that can affect the customer value of hotel based on the model of customer value of hotel industry. This article analyzes the hotel organization elements that affect hotel enterprises organization capability and probes into the relation between customer value and organization capability of hotel. Proposals are put forward by the author. Hotel enterprises should attach importance to enhance organization capability. Hotel enterprises should improve personnel management and bring forth new ideas about value producing. Hotel enterprises should design flow process of business and foster organization culture. The hotel organization elements can raise function efficiency of value creative ability.