饭店顾客价值研究

华侨大学硕士学位论文饭店顾客价值研究姓名：胡磊申请学位级别：硕士专业：@指导教师：郑向敏2006060122080,Woodruff::3AbstractSince1980's,thenewcustomer-orientedmanagementtheories,whichpursuetosatisfyandsurpasscustomers'needsanddesires,werefirstemergedinthewesterndevelopedcountriesandthenspreadwidelyandrapidlyallovertheworld.Thisisboundtohappenbecausethecorporation'smanufacturingandoperationactivitiesoriginatedfromtheneedsofcustomersandendedinmeetingcustomers'desires.However,thedefinitionofconsumervalueaswellasthemethodologyhasbeeninthestageofresearch.Basedondifferentprinciplesdifferentscholarsprovideddifferentcomprehension,amongofthem,thecomprehensionbasedonvaluechainandthecomprehensionbasedonvalueprojectaregreatlyinfluenced.Theformerputsemphasisonthequalityofconsumervalueandlatteronquantity.Inaddition,bothofthemneglectthedemandofconsumer.Infact,theemergenceofmanagementtheoriesthatmaintaincustomersatisfactionandcustomerloyaltywasduetotheintensivecompetitionmarketenvironmentandthebasicelementofthecorporations'exist,inwhichthethebasicelementreferstothecustomersatisfaction.thispaperstartsfromthecustomerperspectivestressedbyMichaelPorterandRobertWoodruffintroducesthecustomervalueconcept,generalizesandrelinesthecustomervaluecharacteristics,anddemonstratesthatcustomervalueisthemostimportantsourceofcompetitiveadvantage.Withthehelpofexistentresearchfindings,thispaperbringsupasetofmarketingtodevelopcustomervaluebasedcompetitivestrategy.Thispaper'stheoreticalmeaningsareasfollows.First,thispapersortsovertheexistentcustomervaluedefinitions,generalizesthecharacteristicsofcustomervalue,anproposesamoreprecisedefinitionofcustomervalueofhotel.Second,empiricalresearchesdemonstratethatcustomervalueisthemostimportantantecedenttocompetitiveadvantageofahotel,andpavethewayforthecustomervalueandcompetitiveadvantagetheorydevelopment.Thispaper'spracticalmeaningisthatasetofprinciples,processes,methodsandtoolshasbeendevelopedwiththehelpofexistentresearchfindings.Itwillproducelargeapplicationvalueforhotelstolacecompetitionsandformulatestrategies.Keywords:CustomerValue,HotelCustomerValue,CompetitiveAdvantage,CustomerDeliveredValue,CS7GDP55752010GDP70,GDP20802020003521,,“”,,,,,,81JosLemminkFlintWoodruffGutman1JosLemminkKodeRuyterMartinWetzels19982Flint()()()()()()volatility(),93“”“”“”4Woodruff5200120026,2WoodruffAlexanderChernevGregoryS.CarpenterWayneS.DesarboKamelJedidiSinha1·102HaemoonOh19993BobBrothertonGerrieAdler1999945200420026CostPriceValue11CPVCPV123121231113111412-1212151234316CPV=+/+CPV=±222242-3means—end172-35181.1122“”,241924“”32080,,,,,,Winte1988Teeceetal1994PrahaladHamel1990Hamel199120,,,,,,4..2125221CustomerSatisfactionCS19851989201002515121020404%96%91%23212-626.1988……24,,27272·25==+++++28282620/808020,,,,,1:Jams.C.AndersonJama.A.Narus199827(Value1-price1)(Value2-Price2)Value1price1Value2Price2.2.320004V=U/CUCVCustomerPerceivedValueCPVPerceivedBenefitsPerceivedSacrificesCVCPV/TreacyWiersema19951999RavaldandGronroos1996Christopher1997Parasuraman199728,,31:31ABCDAAABCD29CCBBBDD,,1()2,,,,,,,,()301123,,,2()()()()31()3123SlaterNarver1994APQS100WikstromNormann(costefficiency)(marketefficiency)32:1:23;()33:()39,,11391111()(31)3431,,,,35123634375,(1),,(2)38112342391(200),,41414024242341442124312344112342451,2 34631,“”“”“”“”“”“”“”“”“”47“”“”248349FourSeasonsHotelsResorts()2410,()=0,()0,()250   31NirmalyaKumar·5121990CRMCRMIT5280/2020“”VIP420“”IT3534P4C1180/20254,,,,,,,,,,,,,,,,,,,,,,3,,,,,,50,,,,,,,,,,,,2555555156270%20“”57·1600581.59.1,,260“”32,,16123312623“”453603606,,,,,463123E641621015“”“”“+”1ISO90012004113ISO9001ISO9001265“”“”3“” 166“”“”“” 2“”“”367“”“”4    19982“”“”“”“”5    “+”68VIP6    “”“”“”“”“50”“”“”“”“”“”“”“”“315”“”“”“”“”“”691206520042005“2004”200220054702090123471:72[1]AnnieH.Liu,MarkP.LeachandKennethL.Bernhardt.Examiningcustomervalueperceptionsoforganizationalbuyerswhensourcingfrommultiplevendors.JournalofBusinessResearch,Volume58,Issue5,May2005,Pages559-568[2]NancyM.Levenburg.Deliveringcustomervalueonline:ananalysisofpractices,applications,andperformance.JournalofRetailingandConsumerServices,InPress,CorrectedProof,Availableonline9February2005,[3]Duen-RenLiuandYa-YuehShih.Hybridapproachestoproductrecommendationbasedoncustomerlifetimevalueandpurchasepreferences.JournalofSystemsandSoftware,Volume77,Issue2,August2005,Pages181-191[4]MorrisB.Holbrook.Customervalueandautoethnography:subjectivepersonalintrospectionandthemeaningsofaphotographcollection.JournalofBusinessResearch,Volume58,Issue1,January2005,Pages45-61[5]JosephM.SpiteriandPaulA.Dion.Customervalue,overallsatisfaction,end-userloyalty,andmarketperformanceindetailintensiveindustries.IndustrialMarketingManagement,Volume33,Issue8,November2004,Pages675-687[6]MichaelEhret.Managingthetrade-offbetweenrelationshipsandvaluenetworks.Towardsavalue-basedapproachofcustomerrelationshipmanagementinbusiness-to-businessmarkets.IndustrialMarketingManagement,Volume33,Issue6,August2004,Pages465-473[7]ThomasAdelaar,HarryBouwmanandCharlesSteinfield.Enhancingcustomervaluethroughclick-and-mortare-commerce:implicationsforgeographicalma