服务运营管理 / 普通高等院校旅游管理类“十三五”规划教材，教育部旅游管理专业本科综合改革试点项目配套规划教材
￥48.00定价
作者： 舒伯阳，徐静
出版时间：2021-07
出版社：华中科技大学出版社
- 华中科技大学出版社
- 9787568018012
- 1-5
- 76830
- 43244139-2
- 平装
- 16开
- 2021-07
- 286
- 管理学
- 工商管理
- F719
- 旅游管理专业
- 本科
作者简介
内容简介
本书从旅游管理专业“面向行业，紧扣实践”的教学目的出发，探索采用当今主流的服务运营管理理论分析旅游服务管理实例，并力求理论精当、简明扼要、深入浅出，强调实用性和操作性相结合。本书从旅游管理专业“面向行业，紧扣实践”的教学目的出发，探索采用当今主流的服务运营管理理论分析旅游服务管理实例，力求理论精当、简明扼要、深入浅出，强调实用性和操作性相结合。除采用大量典型案例分析、补充阅读材料等辅助教学形式指导学生学习各章重点、难点内容外，本书还在各章节末尾，设计了案例分析题及思考题，帮助师生展开分析讨论与模拟演练，以便有效理解与掌握服务运营管理的精髓。
目录
第一章服务经济时代的旅游业
Chapter 1Tourism service economy era第一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第一节服务与服务产品/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第一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第一节顾客满意度/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第一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第一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第一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第一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第一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第一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第一节服务竞争的内涵/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第一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
Chapter 1Tourism service economy era第一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第一节服务与服务产品/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第一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第一节顾客满意度/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第一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第一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第一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第一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第一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第一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第一节服务竞争的内涵/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第一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
