摘要
已有研究主要探讨某一服务营销管理举措与企业绩效的关系,而在酒店业不同的发展阶段,各种服务营销管理举措发挥作用的程度不同。为了揭示现阶段我国酒店最佳的营销管理组合,我们在充分总结有关研究的基础上,构建了服务营销管理体系对酒店绩效影响的回归模型,随后对全国30多个城市千余家酒店进行了问卷调查,对221个有效样本的分析发现:在酒店服务营销管理体系中,服务创新、服务补救和人员管理决定着酒店绩效,且酒店星级对以上关系存在显著的调节作用。
The existing studies mainly discuss the relationship between a certain service marketing management move and enterprise performance. However, under different development stages of hospitality industry, various service marketing management moves play different roles. In order to bring to light the best marketing management mix of China＇ s hotels in the present stage, we have constructed a regression model regarding the impact of service marketing management system on hotels＇ performance, based on the full summary of relavant studies. Subsequently, questionnaire survey among over one thousand hotels in more than thirty cities and analysis of 221 valid samples find that service innovation, service remedy and employee management determine hotels＇ performance and hotels＇ star-rating can show significant regulating role on above-mentioned relationship.
出处
《旅游学刊》
CSSCI
北大核心
2009年第1期42-47,共6页
Tourism Tribune
基金
国家自然科学基金项目(70572083
70532006
70872083)的部分成果
关键词
服务营销管理系统
酒店市场绩效
酒店财务绩效
service marketing management system
hotel market performance
hotel financial performance
