“蟹島度假村”服務(wù)營銷中的服務(wù)質(zhì)量管理.pdf

1、華北電力大學(xué)（北京）碩士學(xué)位論文“蟹島度假村”服務(wù)營銷中的服務(wù)質(zhì)量管理姓名：莫冬梅申請學(xué)位級(jí)別：碩士專業(yè)：工商管理指導(dǎo)教師：李翔20060510華北電力大學(xué)工商管理碩士學(xué)位論文摘要本文以服務(wù)經(jīng)濟(jì)時(shí)代的到來為大背景，從酒店業(yè)面臨的危機(jī)和挑戰(zhàn)入題，闡述服務(wù)營銷的基本概念為出發(fā)點(diǎn)，結(jié)合蟹島度假村的實(shí)際情況和經(jīng)營數(shù)據(jù)，深入探討了服務(wù)營銷的核心問題一一服務(wù)質(zhì)量的管理。文中從蟹島度假村的服務(wù)質(zhì)量管理差距入手，提出了幾種改進(jìn)的措施。從提升顧客價(jià)值和顧

2、客滿意度的角度，研究如何提升企業(yè)價(jià)值從而增強(qiáng)企業(yè)的競爭力。特別探討了中國目前酒店業(yè)的服務(wù)營銷現(xiàn)狀、面I臨的危機(jī)和應(yīng)該采取的措施。關(guān)鍵詞：酒店，服務(wù)營銷，服務(wù)質(zhì)量管理ThisessayisbasedontheserviceeconomicagescomingandstartsfromthecrisisandchallengeswhichthehotelindustryisfacingWithservicemarketingbasiccon

3、ceptbeingthepointofdeparture，joiningtogethertheactualcircumstanceofXieDaoHolidayVillage，theessaystudiesdeeplythecoreproblemofservicemarketin占一一servicequantitymanagementAimingatthedifferenceofservicequantityinXieDaoHolida

4、yVillage，lputforwardthemeasureofafewimprovementsFromtheangleofpromotingthecustomervalueandthecustomer’Sapproval，IresearchedhowtopromotethebusinessenterprisevalueandenhancethecompetitionabilityoftheenterpriseEspecially，Is

5、tudiedtheservicemarketingactualityinChinahotelbusiness，thecrisiswhichthebusinessiSfacingandthemeasureshouldbetakenMoDongmei(MasterofBusinessAdministration)DirectedbyprofLiXiangKEYWORDS：Hotel，ServiceMarketing，ServiceQuail