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    On the relationship between restaurant & beverage service and customers' psychological needs
    论顾客心理需求与餐饮服务的关系
    On Choices of Strategies for Restaurant Enterprises to Improve Customers' Faithfulness
    餐饮企业提高顾客忠诚度的策略选择
    Theory Basic Analysis of Customers Satisfied with Medical Service
    医疗服务顾客满意研究的理论基础分析
    In "Case study", the author applies theories on strategy management,marketing, operation management, economics and so on, to analyze the hotel industry, customers, buying behavior, marketing strategy, and draw out a marketing project of Yanshan Hotel in the end.
    案例分析部分,根据案例提供的素材和作者收集的其他有关资料,运用了战略管理、营销管理、服务营销、运作管理等管理、经济方面的有关理论和知识,对广东燕山酒店进行了行业分析、顾客及购买行为分析、营销战略分析,最后对燕山酒店今后的营销方案作了初步的规划。
    Analyzing companies with high-level customer contact, as the longest contact time and easy interaction in the delivery process, the paper will point out the advantages and disadvantages of obtaining customers' satisfaction, and design a fuzzy mode in evaluating customer satisfaction.
    通过分析高接触型服务企业与顾客接触时间长、顾客较容易参与和评价服务过程等特点,指出了高接触型服务企业在实施顾客满意战略过程中的优、劣条件,并同时给出了此类企业进行顾客满意度模糊测评的模型。
    Fourthly,from the perspective of customers, the ranks of importance of four THP dimensions are theme environment and atmosphere, theme concept, theme activities and service;
    ④顾客认为主题酒店产品评价体系的4个构成维度重要程度顺序依次为主题环境与氛围、主题概念、主题设施与产品、主题活动与服务;
    (2)the maximization of customers' interests and the maximization of enterprises' profits is the contradictions line of whole Service system's evolution.
    (2) 顾客利益的最大化与企业利润的最大化,是整个服务系统演变的矛盾主线。
    The author thereafter develops the tactical tool of experience marketing, that is experience marketing mix——the 4P marketing combination from enterprises’viewpoint and the 5E marketing combination from customers’vision angle, being inspired by the concept of marketing mix.
    为此论文在营销组合概念的启发下,构筑了体验营销的战术工具,即体验营销组合:企业视角的4P营销组合和顾客视角的5E营销组合,其中4P组合包含四大要素:体验产品和服务、体验价格、体验促销、体验地点;
    Considering the total effect of the customers’satisfaction, customers’perceived quality and perceived value were the two key factors influencing customers
    从对顾客满意度的总效应来看,顾客感知质量和顾客感知价值是影响顾客满意度的两个关键因素,而顾客感知质量对顾客满意度的影响大于顾客感知价值,进而初步理清了变量之间复杂的因果关系链。
    Modern restaurants can make themselves fit for market competition and bring out products and services that can meet the needs of customers only by merging managing technology with management and promoting each other.
    现代饭店只有将经营技术与经营管理相互融合、相互促进 ,才能适应市场的竞争 ,创造出符合顾客所需的产品和服务
    Employee's attitude can greatly influence customers' judging hotels' services, and it can be influenced by the service culture of a hotel.
    员工态度对顾客判断饭店企业服务价值有重要影响 ,而员工态度又受企业服务文化的影响。
    Practical development requests the hotel industry to review its market, understand the meaning of service and marketing, grasp the marketing difference between hotel service and other products, and accord with the features of hotel service to adopt service marketing tactics to enhance the satisfaction and trust of customers.
    实践的发展要求酒店业重新审视自已面对的市场,深刻理解服务和服务营销的内涵,把握酒店服务营销与其他产品营销的不同之处,根据酒店服务的特点采取相应的服务营销策略,提高顾客的满意度和信任度。
 

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