旅游服务供应链优化及模型构建研究——基于顾客价值创新的视角

How to Optimize and Model Service Supply Chain of Tourism——Based on Customer Value Innovation

构建一体化的服务供应链,优化供应链管理水平,已成为当今旅游业获取竞争优势的重要途径。然而随着旅游市场化程度不断提高,游客地位的提升,仅基于内部企业成员开展的旅游服务供应链优化管理已不能满足现代旅游市场发展的要求。文章从创新顾客价值的角度出发,提出新时期旅游服务供应链优化管理以为顾客创造其所需并感到满意的价值为基础,以提高顾客满意度和建立顾客忠诚为根本,以创造更多优异的顾客价值为目的。在此基础上,通过研究国内外相关文献,对比传统服务供应链,尝试运用顾客价值创新理论对旅游服务供应链进行优化设计。

To construct integrated service supply chain and to optimize supply chain management have become an important way for tourism to gain competitive advantage now. However, with the increasing marketization of tourism, along with the increase in tourist position, the tourism service supply chain only based on the internal enterprise members＇ effort to optimize the management is not able to satisfy the modern tourist market demand. Based on customer value innovation, this paper argues that the new-age tourist service supply chain management optimization should take creating value for customers as the basis, and enhancing customer satisfaction and loyalty as the foundation. On that basis, this paper attempts to optimize the tourism service supply chain design by using the customer value innovation theory.