连锁酒店顾客忠诚度提升研究

在日益激烈的市场竞争环境中,如何吸引并保留忠诚顾客已成为酒店行业竞争的关键。文章立足于连锁酒店,在分析连锁酒店顾客忠诚度影响因素的基础上,指出可以采取建树"以顾客为中心"的经营理念、提高顾客感知的酒店服务质量、提高顾客转换成本等策略着手提高连锁酒店顾客忠诚度,最终提升连锁酒店核心竞争力,使企业在激烈的竞争中立于不败之地。

In the increasingly fierce market competition environment, how to attract and retain customer loyalty has become the key of the hotel industry competition. Aimed at chain hotels, on the basis of analyzing the factors of affecting customer loyalty, this paper puts forwards the following strategies to improve customer loyalty to enhance chain hotels＇ core competitiveness and make them stand in an invincible position in the fierce competition by establishing the customer-oriented philosophy, and improving the quality of customer - perceived hotel service and customer satisfaction.