旅游接待業(yè)

第yi章旅游接待業(yè)緒論
Chapter 1Introduction of tourism reception industry第yi節(jié)旅游接待業(yè)的概念與內(nèi)涵/1
Concepts and connotations of tourism reception industry第二節(jié)旅游接待業(yè)的基本特征與分類/10
Features and classifications of tourism reception industry第三節(jié)旅游接待業(yè)研究的集中領(lǐng)域/12
Focused research areas of tourism reception industry
15
第二章旅游接待業(yè)管理理念與方法
Chapter 2Managerial principles and methods of tourism reception industry第yi節(jié)旅游接待業(yè)管理的基本意識(shí)/15
Basic managerial consciousness of tourism reception industry第二節(jié)旅游接待業(yè)管理的核心理念/23
Core managerial principles of tourism reception industry第三節(jié)旅游接待業(yè)管理的科學(xué)方法/29
Scientific managerial methods of tourism reception industry
36
第三章傳統(tǒng)旅游接待業(yè)務(wù)管理
Chapter 3Traditional tourism reception management第yi節(jié)酒店接待業(yè)務(wù)管理/36
Hotel reception management第二節(jié)景區(qū)接待業(yè)務(wù)管理/50
Scenic reception management第三節(jié)旅行社接待業(yè)務(wù)管理/56
Travel agency reception management
64目錄
第四章新型旅游接待業(yè)務(wù)管理
Chapter 4New tourism reception management第yi節(jié)新型旅游接待業(yè)態(tài)概述/64
Overview of new tourism reception industry第二節(jié)汽車營(yíng)地旅游接待業(yè)務(wù)管理/67
Auto camps tourism reception management第三節(jié)郵輪旅游接待業(yè)務(wù)管理/74
Cruises tourism reception management第四節(jié)民宿旅游接待業(yè)務(wù)管理/82
Homestay tourism reception management
87
第五章跨界旅游接待業(yè)務(wù)管理
Chapter 5Crossindustry tourism reception management第yi節(jié)跨界旅游接待業(yè)概述/87
Overview of crossindustry tourism reception industry第二節(jié)在線旅游接待業(yè)務(wù)管理/93
Online tourism reception management第三節(jié)會(huì)展旅游接待業(yè)務(wù)管理/97
Exhibition tourism reception management第四節(jié)特色小鎮(zhèn)旅游接待業(yè)務(wù)管理/103
Characteristic towns tourism reception management
109
第六章旅游接待業(yè)顧客關(guān)系管理
Chapter 6Customer relationship management of tourism reception industry第yi節(jié)旅游接待業(yè)顧客關(guān)系管理概述/109
Overview of customer relationship management of tourism reception industry第二節(jié)旅游接待業(yè)顧客關(guān)系管理的系統(tǒng)內(nèi)容/114
Systematic contents of customer relationship management of tourism reception industry第三節(jié)旅游接待業(yè)CRM的實(shí)施流程與策略/122
CRM processes and strategies of tourism reception industry130
第七章旅游接待業(yè)服務(wù)質(zhì)量管理
Chapter 7Service quality management of tourism reception industry第yi節(jié)旅游接待業(yè)服務(wù)質(zhì)量管理概述/130
Overview of service quality management of tourism reception industry第二節(jié)旅游接待業(yè)服務(wù)質(zhì)量管理體系/136
System of service quality management of tourism reception industry第三節(jié)旅游接待業(yè)全面質(zhì)量管理/141
Whole quality management of tourism reception industry
148
第八章旅游接待業(yè)管理信息系統(tǒng)
Chapter 8Management information system of tourism reception industry第yi節(jié)旅游接待業(yè)管理信息系統(tǒng)概述/148
Overview of management information system in tourism reception industry 第二節(jié)旅游接待業(yè)管理信息系統(tǒng)開(kāi)發(fā)概述/153
Overview of management information system development in tourism reception industry 第三節(jié)旅游接待業(yè)管理信息系統(tǒng)的運(yùn)行管理/158
Operation management of management information system
in tourism reception industry 第四節(jié)旅游接待業(yè)管理信息系統(tǒng)的安全管理/162
Security management of management information system in tourism reception industry
166
第九章旅游接待業(yè)品牌戰(zhàn)略管理
Chapter 9Brand strategy management of tourism reception industry第yi節(jié)旅游接待業(yè)品牌發(fā)展概述/166
Overview of brand development of tourism reception industry第二節(jié)旅游接待業(yè)品牌塑造與推廣/172
Brand building and promotion of tourism reception industry第三節(jié)旅游接待業(yè)品牌戰(zhàn)略/178
Brand Strategies of tourism reception industry
183
第十章旅游接待業(yè)服務(wù)管理創(chuàng)新
Chapter 10Service management innovation of tourism reception industry第yi節(jié)旅游接待業(yè)服務(wù)理念創(chuàng)新/183
Service notion innovation of tourism reception industry第二節(jié)旅游接待業(yè)服務(wù)技術(shù)創(chuàng)新/187
Service technology innovation of tourism reception industry第三節(jié)旅游接待業(yè)服務(wù)產(chǎn)品創(chuàng)新/189
Service product innovation of tourism reception industry第四節(jié)旅游接待業(yè)服務(wù)模式創(chuàng)新/191
Service mode innovation of tourism reception industry第五節(jié)旅游接待業(yè)服務(wù)市場(chǎng)創(chuàng)新/200
Service market innovation of tourism reception industry201
參考文獻(xiàn)
References