奢华酒店业服务创新成功决定因素研究:基于巴黎雅典娜广场酒店案例  

Research on the Success Determinants of Luxury Hospitality Service Innovation:A Case Study on Hotel Plaza Athénée Paris

作　　者：卢晓[1] Phan M C T 

机构地区：[1]复旦大学管理学院,上海200433 [2]法国高等经济与商业学院,巴黎95021

出　　处：《研究与发展管理》2012年第5期34-41,共8页R&D Management

基　　金：国家社会科学基金青年项目"奢侈品牌运作和管理研究"(11CGL033);国家自然科学基金重点项目"中国城市消费者行为研究--身份识别;社会认同视角的探索"(70832001)

摘　　要：坐落于巴黎的雅典娜广场酒店以其服务不断创新一直受到国际服务业同行和消费者高度肯定.本文以服务创新理论为框架,通过案例研究,对酒店高层管理人员、普通工作人员、供应商和客人进行一系列深入访谈,揭示了奢华酒店服务创新成功的5个决定因素:植根在服务业企业文化中的创新战略、具有超强执行力和魅力的高级管理团队、合理支持体系和组织结构、直接和开放的沟通渠道以及积极配合的员工"大家庭".其中,积极配合的员工"大家庭"在奢华酒店服务创新中起到关键作用,是传统服务创新理论中没有涉及的新要素,是本研究的理论贡献和创新之处.With the continous innovation in top service, Hotel Plaza Athénée Paris is highly appreciated by both peersand clients of luxury service industry. Based on service innovation theory, it studies the key characteristics of innovation in luxury service industry through case study with a series of depth interviews to top manangement, employees,suppliers and clients. The success of the innovation procedure stands on self-innovation of the entreprise, including five factors ： innovation strategy deep in the service industry enterprise culture; highly executive and charismatic top man-agement team; rational supporting system and organizational structure ; open and direct communication channels ; highly concerted employee family. Among the five factors, the last one plays a very important role in the success of serviceinnovation procedure which is a newly found factor beyond the traditional service innovation theory compared with existing literature on service innovation.

关 键 词：奢华酒店业 服务创新 案例研究 

分 类 号：F719[经济管理—产业经济]