浅谈饭店顾客期望管理的策略  

Talking about the Strategies of Hotels for the Management of Customer Expectation

作　　者：钟倩[1,2] 

机构地区：[1]东北财经大学旅游管理学院,辽宁大连116025 [2]沈阳工程学院英语系,辽宁沈阳110136

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

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.

关 键 词：饭店管理 顾客期望 影响因素 管理策略 

分 类 号：F592[经济管理—旅游管理]