摘要
使顾客满意、忠诚是饭店企业追求的最终目标,顾客满意是一种心理状况,具有主观性,难以对其量化评价。在For-nell模型基础上提出了一套饭店顾客满意度综合评价理论体系。通过对饭店顾客群体和满意度体系的分析,并结合实例对其在饭店顾客满意度评价中的运用进行了探讨,对实业界具有一定的实用价值。
It is the ultimate goal of the hotel to make the customer satisfactory and loyal. But it is difficult to evaluate the degree of the customer satisfaction quantitatively since it is a psychological state. On the basis of the model of Fornell, the paper presents a theoretical framework to evaluate customer satisfaction degree. And it explores its utility in case study by analzing the group of hotel customer and the customer satisfaction system.
出处
《桂林旅游高等专科学校学报》
2003年第5期45-50,共6页
Journal of Guilin Institute of Tourism
基金
山东大学威海分校教学研究科研项目的资助
