三亚海棠湾免税购物中心服务管理SWOT分析

SWOT Analysis of Service Management of Sanya Haitang Bay Duty-Free Shopping Center

伴随着社会生产力的提高,互联网模式的推动,我国经济水平不断发展,经济结构不断发生变化,服务业在很多城市已经成为了占比最大的产业,服务业在经济发展中起到的作用越来越大。在这样的背景下,服务管理的重要性,显得尤为突出。服务管理中服务战略规划、服务质量管理、服务过程改善等方面日益成为企业发展的重要环节,旅游业对服务管理的要求很高,在旅游企业中这些问题更加突显其重要性。本文在实地调研三湾免税店的基础上,结合服务管理的理论知识对三亚海棠湾免税购物中心进行SWOT分析,明确企业在服务管理过程中的优势、劣势,浅析目前三亚海棠湾免税购物中心服务管理取得成果的原因和遇到的问题,且提出了有效的发展建议。

With the improvement of social productivity and the promotion of Internet mode,China’s economic level is constantly developing and the economic structure is constantly changing.The service industry has become the largest industry in many cities,and the service industry plays an increasingly important role in economic development.In this context,the importance of service management is particularly prominent.Service strategic planning,service quality management,service process improvement and other aspects of service management are increasingly becoming an important part of enterprise development.Tourism industry has high requirements for service management,and these problems are more important in tourism enterprises.Based on the field investigation of Sanwan duty-free shops,combined with the theoretical knowledge of service management,this paper makes a SWOT analysis of Haitangwan duty-free shopping center in Sanya,and makes clear the advantages and disadvantages of enterprises in the process of service management.Analysis of the current Sanya Haitangwan duty-free shopping center service management achievements and some of the problems encountered today,hoping to put forward effective development suggestions.