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浅析饭店的价值创造——基于需求与供给观点

On Hotel Value Creation From Supply and Demand Pointview
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摘要 增加收入的需求管理观点和降低成本的成本管理观点是分析饭店创造价值的两种对立观点。两种增加价值的方式决定了饭店在经营过程中可以采取客户关系管理、质量保证、定制化服务、成本控制管理四种策略 ,从而获得持续的竞争优势。 There are two opposite opinions on hotel value creation.One is Demand Opinion focusing on income increasing.The other is Supply Opinion,also called Cost Management Opinion.This paper analyzes four methods according to these two opinions so that hotel can acquire sustainable competitive advantages.They are CRM,excellent service quality,customizing service and cost management.
作者 颜澄
机构地区 浙江大学管理学院
出处 《商业研究》 北大核心 2004年第8期143-146,共4页 Commercial Research
关键词 饭店业 价值创造 消费需求 竞争优势 交易成本 服务质量 CRM 客户关系管理 成本控制 hotel value creation demand management supply management
分类号 F719 [经济管理—产业经济]
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商业研究
2004年 第8期

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