定位于年轻白领的经济型酒店服务质量提升研究——以海友客栈与贝壳酒店为调研对象  

On Service Quality Improvement of Economy Hotel Facing the Young White-collar Workers——Taking HANTING hi Inn & GreenTree Inns as Investigation Object

作　　者：李明龙[1] 邱海莲[1] 李晶晶[2] 

机构地区：[1]新疆财经大学旅游学院,乌鲁木齐102601 [2]北京第二外国语学院中瑞酒店管理学院,北京830012

出　　处：《河北旅游职业学院学报》2012年第3期9-12,16,共5页Journal of Hebei Tourism College

摘　　要：在经济型酒店行业规模急剧增长、市场竞争日趋激烈的背景下,一批以细分市场为基础的经济型酒店应运而生,成为经济型酒店发展的重要趋势。定位于年轻白领的经济型酒店是这些酒店的典型代表,而其服务质量究竟如何、与特定顾客需求有何差距、如何提升是急需回答的问题。本文以海友客栈和贝壳酒店为调研对象,运用IPA分析工具,对上述问题进行了探讨,并提出了相应的管理建议。In recent years,with the rapid increase of the industry scale of economy hotels in China,the market competition has gotten more and more fierce.As a result,the economy hotels aiming at different market segmentation emerge.The economy hotel facing the young white-collar workers is a good example.However,how is service quality of these hotels,whether the service of these hotels meets customers＇ expectation and how to improve the service,is still an important question.The paper studies these issues by using the IPA tool,based on the data from customers who have stayed in HANTING hi inn and GreenTree Inns.In the end,it also puts forward some relative management suggestions.

关 键 词：经济型酒店 年轻白领 服务质量 海友客栈 贝壳酒店 

分 类 号：F590[经济管理—旅游管理]