摘要
作为会议旅游重要的资本,会议中心所提供的服务在现在研究中却关注不够。对会议中心服务过程进行分析,寻找其薄弱环节对其可持续发展、提升客户的满意度具有重要意义。本文以白云国际会议中心为例,通过观察和深入访谈的方法,了解顾客行为及其与服务人员的接触过程,同时理顺后台支持,在此基础上绘制了会议中心会议服务过程的服务蓝图。研究表明,基于服务蓝图,白云国际会议中心服务存在五个失败点,即:项目制导致的职责过重、部门沟通协调不力、餐饮服务质量难以保证、可到达性存在问题、有选择性回访;存有两个等待点,即:登记入住和客房服务;同时研究还表明白云国际会议中心尚存一个决策点,即:基层服务人员对顾客临时需求的反映。本文基于以上问题提出了相应的改进建议。
It＇s significant for the sustainable development of tourism enterprises and improvement of the satisfaction of their customers to find their weaknesses through analyzing their service process. The article takes Guangzhou Baiyun International Convention Center as an example, with the methods of observation and in-depth interviews, gets familiar with the customer behavior and their contact with the service provider. Also the backstage support is cleared. The blueprint is designed on the basis of the above. The research find that, from the blueprint, five failure points are discovered heavy dhties led by the project system, the inconsistence of the communication among sectors, ungnaranteed food and beverage quality, the failure of accessibility, optional visit after the convention ; two waiting points are viewed registration and the room service ; at the same time, one decision point still exists the reflection of service provider from the bottom to the temporary need of the customer. Some suggestions are made towards to the problems above.
出处
《中山大学研究生学刊（自然科学与医学版）》
2012年第1期95-105,共11页
Journal of the Graduates Sun YAT-SEN University(Natural Sciences.Medicine)
关键词
服务蓝图
白云国际会议中心
失败点
等待点
决策点
blueprint
Guangzhou Baiyun International Convention Center
failure point
Waiting point
Decision point
