饭店顾客满意度与忠诚度之间的关系研究  

Research on Relationship between Hotel Customer Satisfaction Index and Customer Loyalty Index

作　　者：张娓[1] 彭学强[1] 张红卫[1] 

机构地区：[1]中南林业科技大学饭店管理咨询与研究中心,湖南长沙410004

出　　处：《中南林业科技大学学报（社会科学版）》2007年第3期87-89,125,共4页Journal of Central South University of Forestry & Technology（Social Sciences）

摘　　要：目前,很多饭店往往只重视顾客满意度的研究与调查,盲目追逐顾客满意度的提升,而忽略了顾客满意度和忠诚度之间的联系和区别。其实,只有忠诚的顾客才能给饭店带来持久的利润,饭店只有深刻把握顾客满意度和忠诚度之间的微妙关系,才能准确预测顾客未来的消费趋势。Many hotels only attach importance to investigating customer satisfaction index, seeking after improving customer satisfaction blindly, ignoring the connection and difference between customer satisfaction index and customer loyalty index, only loyal customer can bring hotel lasting profit. Hotel should grasp the relationship, predict the future way of customer accurately.

关 键 词：旅游管理 饭店 顾客满意度 顾客忠诚度 

分 类 号：F590.8[经济管理—旅游管理]