北京奥运签约饭店的E-mail客户服务现状及国际差异  

On the Present Situation of E-mail Client Service in Beijing Olympic Cooperative Hotels and International Difference

作　　者：李燕琴[1] 陈卓[2] 

机构地区：[1]中央民族大学管理学院,北京100081 [2]香港理工大学酒店与旅游业管理学院,香港999077

出　　处：《旅游学刊》2008年第11期13-18,共6页Tourism Tribune

基　　金：中央民族大学青年教师科研基金资助项目(CUN11A);"985工程"中国民族地区经济社会与公共管理研究哲学社会科学创新基地资助项目

摘　　要：E-mail正成为饭店与客户之间沟通的重要工具,本研究针对北京112家奥运签约饭店,采用神秘顾客法进行E-mail调查,结果表明:(1)奥运签约饭店对E-mail客户服务重视程度尚不高,整体回复率较低;(2)能够对E-mail做出回复的奥运签约饭店在及时性方面基本达到国际水平;(3)英语水平是制约奥运签约饭店E-mail回复质量的关键。总体而言,奥运签约饭店的E-mail客户服务还处于发展的初始阶段。但因该项服务在世界范围内也刚刚开始,整体回复质量皆不高,因此,奥运签约饭店如能在该领域改善工作,将使它们快速获得具有竞争性的国际优势。E-mail is becoming an important communicative tool between hotels and clients. This study conducts E-mail investigation about 112 Olympic cooperative hotels in Beijing by adopting mystery-guest approach. The result indicates： 1. Most of the Olympic cooperative hotels do not pay enough attention to E-mail client service. 2. Those hotels that are able to provide prompt E- mail responses have basically reached international level. 3. English ability is the key to restricting their E-mail response quality. Overall, their E-mail client service is still at the initial stage. However, this service that has just begun worldwide does not ensure high response quality. Therefore, upgrading the quality in this area will soon obtain competitive advantages internationally.

关 键 词：北京奥运签约饭店 E-mail客户服务 神秘顾客法 

分 类 号：F719[经济管理—产业经济]