酒店核心竞争力探究——忠诚顾客的公关策略

The Study of the hotel core competitive——The Publlc Relations'S strategy of client'S loyaty

酒店经营成败的关键因素之一是顾客的忠诚度如何,本文从消费者的购前、消费、购后三个过程中如何利用公关培育忠诚度进行了具体探讨同时对忠诚顾客组织的管理与员工教育两方面提出了实施方法。

One of the key factors that influence the hotel management is the client' s loyalty. This paper discusses how to use public relations to improve the client's loyalty during the process of consuming. The authors also put forward methods on establishment and management of the loyal costumer organization as well as employees' education.