论酒店的个性化服务与发展趋势

毕业设计（论文）

论酒店的个性化服务与发展趋势

系别人文与管理学院专业名称旅游管理

学生姓名刘浩

学号**********

指导教师姓名、职称杨大波

完成日期 2015 年 03 月 01 日

摘要

服务业的市场化竞争要求企业提供个性化服务，其重要性不言而喻。但多

数酒店对个性化服务还存在一些认识和实践上的误区，必须先有一个正确的认

识和理解，方能积极有效地探索实现酒店个性化服务的具体途径。服务质量是

酒店的灵魂！酒店竞争的关键是特色，特色的核心是品牌，品牌的保障是文化，文化的体现是服务。21世纪酒店业的竞争来自于服务的竞争。酒店的服务艺术，必将成为21世纪酒店服务的发展趋势。如何为客人提供优质的服务将是未来酒店业关注的首要问题。基于顾客终身价值基础上的个性化，服务于酒店能更为

有效的整合资源，在激烈的行业市场竞争中寻求自己的一席之地，更对于酒店

服务来说,标准化服务与个性化服务是一对永恒的主题。无论是从酒店服务的历史进程还是逻辑进程来看,标准化服务都是个性化服务的前提,标准化服务又是

以个性化为归宿的。没有规范服务的基础而去谈个性化服务,无疑是舍本逐末,

缘木求鱼，而如果只停留和满足于规范服务,不向个性化服务发展,酒店的发展

必然受到制约。

关键词：酒店个性化服务概念标准化服务发展趋势

论文类型：应用型

Abstract

Service industry market competition requires companies to provide personalized service, its importance is self-evident. But most of the hotel to the personalized service, there are also some understanding and practice on the erroneous zone. Must have a correct understanding and the understanding, in order to actively and effectively explore some ways to implement hotel personalized service. Service quality is the lifeline of the hotel! Hotel competition is the key characteristic, the characteristic is the core of the brand, brand protection is culture, culture is the embodiment of the service. The hotel industry competition of the 21st century from the service competition. The hotel's service art, will become the development trend of the 21st century hotel service. How to provide the high quality service for the guest will be the future hotel industry focus on the primary problem. For hotel services, standardized service and personalized service is a theme of the eternal. Whether from the perspective of the history or logic process of hotel service, standardized service is the premise of personalized service, standardized end-result for personalized service. No standard service and to talk about the basis of the personalized service, is undoubtedly point, climb a tree to look for fish. And if only service and satisfied with the specification, to personalized service development, the development of the hotel will be constrained.

Key words: the hotel personalized service，concept Standardization, service development trend

Paper type: applied

目录

1 绪论 (1)

1.1 选题的目的和意义 (1)

1.1.1 选题目的 (1)

1.1.2 选题意义 (1)

1.2 国内外研究 (1)

1.2.1 国内研究 (1)

1.2.2 国外研究 (2)

1.3 研究思路和工作方法 (2)

1.3.1 研究思路 (2)

1.3.2 工作方法 (2)

2个性化服务理论概述 (7)

2.1个性化服务概念 (7)

3酒店业无形服务的竞争 (7)

3.1个性化服务进程 (7)

4酒店业树立个性化服务的必要性 (10)

4.1酒店业服务的特点 (11)

4.2酒店业个性化服务存在的问题 (12)

5 酒店个性化服务和发展趋势 (14)

6总结 (15)

致谢 (16)

参考文献 (17)