摘要
随着体验经济时代的到来以及旅游市场的不断成熟,外资品牌酒店在中国大陆市场遍地开花,本土酒店品牌、数量也越来越多,酒店市场竞争形势越来越严峻,如何为客人提供个性化的、深入人心的体验价值成为酒店行业服务的重心。前厅部是客人进入酒店第一个接触的地方,也是客人离开酒店最后接触的地方。酒店前厅的服务态度、服务质量、服务效率会给酒店的声誉与经济效益带来非常重要的影响。立足于旅游心理学的第一印象和晕轮效应理论,探析了在体验经济时代酒店前厅服务的重要性及质量提升的主要策略。
With the arrival of the experience economy and the maturity of the tourism market, foreign brand hotels have blossomed in the Chinese mainland market and the number of local hotel brands is increasing. Competition in the hotel market is becoming more and more serious. How to provide personalized and in--depth experience value to the hotel industry become the service center gravity. The front office is the first place where guests enter the hotel and t＇he guests leave the hotel. The service attitude,quality,efficiency in the front office departmentwill have a very important effect on the reputation and economic benefit of the hotel. Based on the first impression of tourism psychology and the theory of halo effect, this paper explored the importance of the service and the main strategy of quality improvement in the experience economy.
作者
章怡
Zhang Yi(Department of Tourism ,Yancheng TeachersUniversity ,Yancheng ,Jiangsu,224002 ,Chin)
出处
《绿色科技》
2017年第23期181-183,185,共4页
Journal of Green Science and Technology
关键词
体验经济
第一印象
晕轮效应
前厅部
experience economy
first impression
halo effect
front office department
