基于满意度调查的北京餐饮老字号经营服务模式创新研究  

Service Model Innovation of Beijing Time-honored Catering Brands on the Basis of Satisfaction Survey

作　　者：张景云[1] 王勇[1] 周野[1] 

机构地区：[1]北京工商大学商学院,北京100048

出　　处：《武汉理工大学学报（社会科学版）》2017年第4期96-103,共8页Journal of Wuhan University of Technology:Social Sciences Edition

基　　金：国家社会科学基金项目"中国品牌跨文化传播战略研究"(12BXW038);北京市哲学社会科学规划重点项目"北京老字号品牌营销创新案例研究"(13JDJGA019);北京市哲学社会科学基金一般项目"北京市城市发展与零售业态适应性研究"(15JGB081)

摘　　要：现代餐饮的迅速发展及消费需求的变化,为北京餐饮老字号的经营带来了严峻的挑战,如果不及时调整经营战略开展服务模式创新,就无法跟上时代潮流。根据北京餐饮老字号消费者满意度调查数据,结合全聚德、东来顺和庆丰包子铺等北京餐饮老字号近年来的实践,将北京餐饮老字号的服务创新模式归结为"餐饮+食品"双轮驱动、标准化与个性化相结合、特色服务+个性化服务、贴近消费者习惯调整开店模式、实施互联网+餐饮模式等,并对北京老字号餐饮企业服务模式创新提出建议。With the rapid development of modern catering market and the change of customer demands, Beijing time-honored catering brands＇ management is encountering a severe challenge. If they can＇t adjust management strategy and develop the innovation of service mode immediately, it is impossible to catch the trend of times. According to the data of customers＇ satisfaction survey of Beijing time- honored catering brands, combined with the practice of some brands such as Quanjude, Dong Laishun,Bianyifang and Qingfeng Steamed Stuffed Bun Shop in recent years, the paper attributed Beijing time-honored catering service innovation model to ＂catering＋food＂ double driving force, the combination of standardization and personalization, combining special service with personalized service, the adjustment shop model according to customer habits, implementation catering internet mode, etc. Then, the paper puts forward suggestions for service management innovation of Beijng time-honored catering brands.

关 键 词：北京老字号 服务管理 餐饮品牌 创新经营 

分 类 号：F719.3[经济管理—产业经济]