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1、題目:顧客導(dǎo)向?qū)︻櫩蜐M意的影響-基于酒店業(yè)的實證研究院系名稱:專業(yè)班級:學(xué)生姓名:學(xué)號:指導(dǎo)教師:教師職稱:IV摘要當今酒店業(yè)的生存競爭異常嚴峻,提高顧客滿意度,了解顧客導(dǎo)向的意義,可使企業(yè)及時、準確、可靠地了解顧客及其需求,以最有效的途徑滿足和超越顧客的期望,使其在激烈的市場競爭中立于不敗之地。本文研究的是顧客導(dǎo)向?qū)︻櫩蜐M意的影響,并找出兩者影響過程中產(chǎn)生的中介變量,通過研究分析得出其中的直接和間接影響,從而構(gòu)建出顧客導(dǎo)向?qū)︻櫩蜐M意影響的理論模型。并通過收集樣本信息對理論模型中的各個假設(shè)進行系統(tǒng)檢驗和考證,得出最后的研究結(jié)果。通過針對于酒店業(yè)的實證研究發(fā)現(xiàn),在顧客導(dǎo)向?qū)︻櫩蜐M意的直接影響
2、外,還存在著服務(wù)質(zhì)量管理、增值服務(wù)投放、員工導(dǎo)向和員工滿意這些中介因素,對顧客滿意的間接影響。最終,通過對天津地區(qū)的幾家有標志性的酒店進行調(diào)查取樣,以實證研究的方式進行數(shù)據(jù)分析,最后驗證了提出的假設(shè)模型。為酒店業(yè)以顧客導(dǎo)向為前提和以達到顧客滿意為目的的經(jīng)營理念提供有力的事實根據(jù)。關(guān)鍵詞:顧客導(dǎo)向顧客滿意員工導(dǎo)向員工滿意服務(wù)質(zhì)量管理IVTitleInfluencefromCustomerOrientationtoCustomerSatisfaction——BasedonEmpiricalResearchofHotelIndustryAbstractToday'sstruggleforexis
3、tenceonthehotelindustryissodifficult.ImprovingcustomersatisfactionandunderstandingtheSignificanceofcustomerorientation,thatcanmakeenterprisetounderstandcustomersandtheirdemandopportunelyreliablyandaccurately.Findoutthemosteffectivewaytomeetandexceedcustomers'expectations.Letenterprisetothefierceco
4、mpetitioninthemarketinaninvincibleposition.Thepaperstudiestheimpactsofcustomerorientationoncustomersatisfaction.Itidentifiesthemediatorstransmittingtheseimpacts,byanalysisandstudyinggetoutthedirectandindirecteffects,andconstructsatheoreticalframeworkaccordingly.Andthroughinformationcollectedsample
5、stomakeasystemtestingandresearchforthevarioustheoreticalmodelsassume,reachedthefinalresultsofthestudy.Empiricalresultsfromthehotelindustrythatinadditiontoadirectimpact,customerorientationaffectscustomersatisfactionindirectlythroughservicequalitymanagement,value-addedservices,employeeorientationand
6、employeesatisfaction.andtheinfluenceforcustomersatisfaction.Atlast,bysurveysamplingforseveralhotelssignsofTianJin,andanalydatainthewayofempiricalstudy,finally,getoutthestudyresultsandmakeafurtheranalysis.Forthehotelindustrytothepremiseofcustomerorientationandtoachievecustomersatisfactionforthepurp
7、oseofthebusinessphilosophytoprovideastrongbasisinfact.KeywordsCustomerOrientationCustomerSatisfactionEmployeeOrientationEmployeeSatisfactionServiceQualityManagementIV目錄IV1引言11.1研究背景11.2研究內(nèi)容21.3研究方法22顧客導(dǎo)向與顧客滿意研究綜述