OTA模式下酒店软件服务质量的创新

Innovation of Hotel Software Service Quality under OTA Mode

随着信息时代发展,酒店与OTA(Online Travel Agency)的关系从互斥转向竞合,但伴随OTA模式下的酒店数量猛增,酒店之间的竞争也愈演愈烈,酒店“软件”服务质量成为酒店收益差异重要因素之一。笔者以携程旅行网为例,主要运用文献综述和案例分析法,结合西昌地区酒店特色,阐述OTA模式与酒店软件服务质量概念,以及酒店软件服务当下存在的问题,探索与创新酒店软件服务质量的策略和措施。

With the development of the information age,the relationship between hotels and OTA(online travel agency)has changed from mutual exclusion to competition and cooperation.However,with the rapid increase of the number of hotels under the OTA mode,the competition between hotels has become increasingly fierce.The service quality of"software"has become one of the important factors for the difference of hotel revenue.The author takes Ctrip as an example,mainly using literature review and case analysis,combining with the characteristics of hotels in Xichang area,expounds the concept of Ota mode and hotel software service quality,as well as the existing problems of hotel software service,and explores and innovates the strategies and measures of hotel software service quality.