摘要
饭店业作为服务业是与顾客进行交互最多的行业之一。阐述了顾客期望理论,分析了饭店顾客期望的影响因素,并提出了饭店顾客期望的管理策略。
Being as the hospitality industry,the hotel industry is the one with more communications with the customers. This paper expounds the theory of customer expectation,analyzes some factors influencing hotel’s customer expectation, and puts forward some strategies for the hotel to manage customer expectation.
出处
《科技情报开发与经济》
2010年第2期134-136,共3页
Sci-Tech Information Development & Economy
关键词
饭店管理
顾客期望
影响因素
管理策略
hotel management
customer expectation
influencing factor
management strategy
