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 5Crossindustry
tourism reception management第yi节跨界旅游接待业概述/87
Overview of crossindustry 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