体验经济时代星级饭店个性化服务策略研究
随着体验经济在社会生活中的不断渗透，美好的体验成了消费者新的追求。在顾客需求日益个性化、多元化，饭店业市场竞争的日益激烈和复杂的今天，提倡个性化服务是现代饭店业生存竞争的必然途径。本文主要探讨了体验经济时代星级饭店服务模式转变的内涵和必要性，针对我国星级饭店个性化服务存在的问题，建议星级饭店以独特的体验为服务产品，确定体验主题，提高顾客参与度，重视细节和情感服务等，以期有效地提高我国星级饭店的个性化服务水平。
Abstract:With the experience economy into social life,a better consumer experience became a new pursuit.As the hotel industry in an increasingly competitive and complex ,customers demand more personalized, diversified,personalized service is to promote modern hotel industry inevitable way to survive the competition.This paper analyzes the experience economy, the changing pattern of star hotel service and its necessity.For the problem of domestic-star hotel personalized services,this paper proposal star hotel offers a unique service experience,identify theme of experience,improve customer engagement,pay attention to detail service and emotional service and so on,to improve star the level of personalized service star hotel.
关键词：体验；体验经济；星级饭店；个性化服务
Key words:Experience,The Experience economy,Star-rated Hotels, Personalized Services
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