摘要
随着饭店业与信息化产业的融合,网络成为联系顾客与饭店的重要平台,网络评价可以真实地展示顾客对饭店的心理感知。文章通过内容分析法,以常州武进假日饭店研究为例,通过携程旅游网3年内饭店网络点评的收集与分析,归纳顾客对饭店的感知状况,明确饭店在经营、管理与服务过程中的优势与不足,为进一步改进和提升饭店的顾客和市场口碑提供决策依据。
With the fusion of the hotel industry and the information industry, network has become an important platform, hotel network evaluation of customers can truly show the psychological perception. Through content analysis, taken Changzhou Wujin holiday inn as example, through collection and analysis of 3 years hotel network evaluation by ctrip travel network, this paper summarizes the guests to the hotel＇s perception of the situation, clears the advantages and disadvantages of hotels in the process of operation, management and service to further improve and upgrade the hotel customers and market reputation and provide decision-making basis.
出处
《价值工程》
2015年第23期248-250,共3页
Value Engineering
基金
江苏省教育厅2013年哲学社会科学基金项目"提升‘食在常州’品牌影响力的研究"(批准号:2013SJB6300007)
关键词
饭店
网络评价
感知
顾客
hotel
network evaluation
perception
customer
