第yi章旅游接待业绪论
Chapter 1Introduction of tourism reception industry第yi节旅游接待业的概念与内涵1
Concepts and connotations of tourism reception industry第二节旅游接待业的基本特征与分类10
Features and classifications of tourism reception industry第三节旅游接待业研究的集中领域12
Focused research areas of tourism reception industry
15
第二章旅游接待业管理理念与方法
Chapter 2Managerial principles and methods of tourism reception industry第yi节旅游接待业管理的基本意识15
Basic managerial consciousness of tourism reception industry第二节旅游接待业管理的核心理念23
Core managerial principles of tourism reception industry第三节旅游接待业管理的科学方法29
Scientific managerial methods of tourism reception industry
36
第三章传统旅游接待业务管理
Chapter 3Traditional tourism reception management第yi节酒店接待业务管理36
Hotel reception management第二节景区接待业务管理50
Scenic reception management第三节旅行社接待业务管理56
Travel agency reception management
64目录
第四章新型旅游接待业务管理
Chapter 4New tourism reception management第yi节新型旅游接待业态概述64
Overview of new tourism reception industry第二节汽车营地旅游接待业务管理67
Auto camps tourism reception management第三节邮轮旅游接待业务管理74
Cruises tourism reception management第四节民宿旅游接待业务管理82
Homestay tourism reception management
87
第五章跨界旅游接待业务管理
Chapter 5Crossindustry tourism reception management第yi节跨界旅游接待业概述87
Overview of crossindustry tourism reception industry第二节在线旅游接待业务管理93
Online tourism reception management第三节会展旅游接待业务管理97
Exhibition tourism reception management第四节特色小镇旅游接待业务管理103
Characteristic towns tourism reception management
109
第六章旅游接待业顾客关系管理
Chapter 6Customer relationship management of tourism reception industry第yi节旅游接待业顾客关系管理概述109
Overview of customer relationship management of tourism reception industry第二节旅游接待业顾客关系管理的系统内容114
Systematic contents of customer relationship management of tourism reception industry第三节旅游接待业CRM的实施流程与策略122
CRM processes and strategies of tourism reception industry130
第七章旅游接待业服务质量管理
Chapter 7Service quality management of tourism reception industry第yi节旅游接待业服务质量管理概述130
Overview of service quality management of tourism reception industry第二节旅游接待业服务质量管理体系136
System of service quality management of tourism reception industry第三节旅游接待业全面质量管理141
Whole quality management of tourism reception industry
148
第八章旅游接待业管理信息系统
Chapter 8Management information system of tourism reception industry第yi节旅游接待业管理信息系统概述148
Overview of management information system in tourism reception industry 第二节旅游接待业管理信息系统开发概述153
Overview of management information system development in tourism reception industry 第三节旅游接待业管理信息系统的运行管理158
Operation management of management information system
in tourism reception industry 第四节旅游接待业管理信息系统的安全管理162
Security management of management information system in tourism reception industry
166
第九章旅游接待业品牌战略管理
Chapter 9Brand strategy management of tourism reception industry第yi节旅游接待业品牌发展概述166
Overview of brand development of tourism reception industry第二节旅游接待业品牌塑造与推广172
Brand building and promotion of tourism reception industry第三节旅游接待业品牌战略178
Brand Strategies of tourism reception industry
183
第十章旅游接待业服务管理创新
Chapter 10Service management innovation of tourism reception industry第yi节旅游接待业服务理念创新183
Service notion innovation of tourism reception industry第二节旅游接待业服务技术创新187
Service technology innovation of tourism reception industry第三节旅游接待业服务产品创新189
Service product innovation of tourism reception industry第四节旅游接待业服务模式创新191
Service mode innovation of tourism reception industry第五节旅游接待业服务市场创新200
Service market innovation of tourism reception industry201
参考文献
References
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