服务运营管理

1 **章服务经济时代的旅游业 chapter 1tourism service economy era**节服务经济时代及其特点/2 service economy era and its characteristics第二节休闲体验与旅游服务/11 leisure experience and tourism services 19 第二章旅游服务产品与服务质量概述 chapter 2summary of tourism service product and service quality**节服务与服务产品/20 service and service products第二节旅游服务特征/28 tourism service characteristics第三节旅游服务质量构成/32 the quality of tourism services 43 第三章旅游服务期望与顾客感知 chapter 3tourism service expectation and customer awareness**节旅游者的服务期望/44 customer perception and expectation of travel services第二节服务接触与顾客感知/58 service contact and customer awareness 69 第四章旅游服务质量与顾客满意度管理 chapter 4tourism service quality and customer satisfaction management**节顾客满意度/70 customer satisfaction第二节旅游服务全面质量管理/81 total quality management of tourist services 91 第五章旅游服务中的顾客忠诚管理 chapter 5customer loyalty management in tourism service**节顾客的忠诚效应及其价值/92 the effect and value of customer loyalty第二节旅游业的顾客忠诚管理/101 the customer loyalty management in the tourism industry 113 目录 第六章旅游服务中的失误与服务补救 chapter 6service failure and service recovery in tourism service**节服务失误的原因及表现/114 service failure causes and performance第二节顾客对服务失误的反应/118 customer performance to service failure第三节服务失误应对与服务补救/124 respond to service failures and service recovery 137 第七章服务运营与服务体系设计 chapter 7service operation and service system design**节服务运营流程与服务利润链/138 service operation process and the service profit chain第二节旅游服务蓝图设计/156 tourism service blueprint design 163 第八章服务需求与服务供给能力管理 chapter 8service demand and service supply capacity management**节旅游服务供需平衡状态分析/164 the analysis of the tourism service supply and demand balance第二节服务供需管理的基本思路/170 the basic concept of service supply and demand management第三节旅游企业服务能力管理策略/175 tourism enterprise to the service ability of management strategy 187 第九章现代旅游服务的精益化管理 chapter 9the lean management of the modern tourism services**节旅游服务精细化与个性化/188 tourism service refinement and personalization第二节现代旅游业的收益管理/196 the revenue management of modern tourism 209 第十章旅游企业服务营销与关系营销 chapter 10tourism enterprise service marketing and relationship marketing**节传统营销与旅游服务营销/210 the traditional marketing and the marketing of tourist services第二节旅游服务中的关系营销/218 relationship marketing of tourism services 231 第十一章旅游企业竞争策略与服务创新 chapter 11tourism enterprise competition strategy and service innovation**节服务竞争的内涵/232 the connotation of service competition第二节一般竞争策略与服务业竞争策略/236 general competition strategy and competition strategy in service industry第三节旅游业的服务创新及其应用/248 tourism service innovation and its application 257 第十二章现代旅游服务管理中的信息技术 chapter 12modern information technology in the tourism service managemen**节服务业中的信息技术应用/259 information technology application in the service sector第二节新技术应用与智慧旅游服务/269 application of new technology and wisdom travel service 282 参考答案 answers 286 参考文献 references