旅游接待业(第2版) 马勇 编 大中专 文轩网

章旅游接待业绪论/1
Chapter 1Introduction of tourism hospitality industry
节旅游接待业的概念与内涵/1
Concepts and connotations of tourism hospitality industry
第二节旅游接待业的基本特征与分类/11
Features and classifications of tourism hospitality industry
第三节旅游接待业研究的集中领域/13
Focused research areas of tourism hospitality industry
第二章旅游接待业管理理念与方法/21
Chapter 2Managerial idea and methods of tourism hospitality industry
节旅游接待业管理的基本意识/21
Basic managerial consciousness of tourism hospitality industry
第二节旅游接待业管理的核心理念/31
Core managerial principles of tourism hospitality industry
第三节旅游接待业管理的科学方法/37
Scientific managerial methods of tourism hospitality industry
第三章传统旅游接待业务管理/47
Chapter 3Traditional tourism hospitality management
节酒店接待业务管理/47
Hotel hospitality management
第二节景区接待业务管理/66
Scenic hospitality management
第三节旅行社接待业务管理/74
Travel agency hospitality management
第四章新型旅游接待业务管理/82
Chapter 4New tourism hospitality management
节新型旅游接待业态概述/82
Overview of new tourism hospitality industry
第二节汽车营地旅游接待业务管理/85
Auto camp tourism hospitality management
第三节邮轮旅游接待业务管理/96
Cruise tourism hospitality management
第四节民宿旅游接待业务管理/105
Homestay tourism hospitality management
第五章跨界旅游接待业务管理/114
Chapter 5Crossindustry tourism hospitality management
节跨界旅游接待业概述/114
Overview of crossindustry tourism hospitality industry
第二节在线旅游接待业务管理/121
Online tourism hospitality management
第三节会展旅游接待业务管理/128
Exhibition tourism hospitality management
第四节特色小镇旅游接待业务管理/135
Characteristic towns tourism hospitality management
第六章旅游接待业顾客关系管理/144
Chapter 6Customer relationship management of tourism hospitality industry
节旅游接待业顾客关系管理概述/144
Overview of customer relationship management of tourism hospitality industry
第二节旅游接待业顾客关系管理的系统内容/149
Systematic contents of customer relationship management of tourism hospitality industry
第三节旅游接待业CRM的实施流程与策略/160
CRM processes and strategies of tourism hospitality industry
第七章旅游接待业服务质量管理/171
Chapter 7Service quality management of tourism hospitality industry
节旅游接待业服务质量管理概述/171
Overview of service quality management of tourism hospitality industry
第二节旅游接待业服务质量管理体系/178
System of service quality management of tourism hospitality industry
第三节旅游接待业全面质量管理/185
Whole quality management of tourism hospitality industry
第八章旅游接待业管理信息系统/197
Chapter 8Management information system of tourism hospitality industry
节旅游接待业管理信息系统概述/197
Overview of management information system in tourism hospitality industry
第二节旅游接待业管理信息系统开发概述/204
Overview of management information system development in tourism hospitality industry
第三节旅游接待业管理信息系统的运行管理/210
Operation management of management information system in tourism hospitality industry
第四节旅游接待业管理信息系统的安全管理/214
Security management of management information system in tourism hospitality industry
第九章旅游接待业品牌战略管理/219
Chapter 9Brand strategy management of tourism hospitality industry
节旅游接待业品牌发展概述/219
Overview of brand development of tourism hospitality industry
第二节旅游接待业品牌塑造与推广/225
Brand building and promotion of tourism hospitality industry
第三节旅游接待业品牌战略/234
Brand Strategies of tourism hospitality industry
第十章旅游接待业服务管理创新/245
Chapter 10Service management innovation of tourism hospitality industry
节旅游接待业服务理念创新/245
Service concept innovation of tourism hospitality industry
第二节旅游接待业服务技术创新/250
Service technology innovation of tourism hospitality industry
第三节旅游接待业服务产品创新/253
Service product innovation of tourism ospitality industry
第四节旅游接待业服务模式创新/255
Service mode innovation of tourism ospitality industry
第五节旅游接待业服务市场创新/265
Service market innovation of tourism hospitality industry
参考文献/269
References