广州亚运会官方合作酒店的E-mail客户服务质量分析  

The Quality of E-mail Customer Service among Guangzhou Asian Games Cooperative Hotels

作　　者：高明捷[1] 熊伟[1] 

机构地区：[1]华南师范大学旅游管理系,广东广州510631

出　　处：《旅游论坛》2010年第6期749-755,共7页Tourism Forum

基　　金：广东省哲学社会科学规划项目(09GO-09);广东省自然科学基金博士启动项目(9451063101002226);广州市哲学社会科学规划青年课题(09Q03)

摘　　要：研究了广州亚运会官方合作酒店的E-mail客户服务情况,并从酒店的星级和管理模式两个方面具体探究了可能存在的差异。研究发现,广州亚运会官方合作酒店的E-mail客户服务在回复率和回复速度上,不同星级的酒店以及大型国际连锁酒店与本土酒店之间存在显著差异,但在服务质量上无明显差异,整体处于初级水平。其次,广州亚运会官方合作酒店的E-mail客户服务水平与酒店星级节点非完全正相关。最后,先进的对客E-mail处理方式在广州亚运会接待酒店中尚未得到有效应用。This study investigated E-mail customer service about 61 Asian Games cooperative hotels in Guangzhou by adopting mystery-guest approach and explored the differences between hotel stars and management mode.The result indicates： Firstly,there are significant differences among response rate as well as response speed of E-mail customer service according to hotel stars and management mode,however the result on service quality is at opposite poles.Secondly,the level of E-mail customer service among Guangzhou Asian Games cooperative hotels does not positive correlate with hotel stars.Thirdly,advanced skills to deal with customers＇ E-mails haven＇t been effectively used in Guangzhou Asian Games cooperative hotels.

关 键 词：E-mail客户服务 酒店星级 管理模式 广州亚运会官方合作酒店 

分 类 号：F719[经济管理—产业经济]