期刊论文

Research on Relationship between Hotel Customer Satisfaction Index and Customer Loyalty Index

中文

中南林业科技大学学报(社会科学版)

1673-9272

2007

1

3

87-89+125

10.3969/j.issn.1673-9272.2007.03.020

本校为第一机构

目前,很多饭店往往只重视顾客满意度的研究与调查,盲目追逐顾客满意度的提升,而忽略了顾客满意度和忠诚度之间的联系和区别。其实,只有忠诚的顾客才能给饭店带来持久的利润,饭店只有深刻把握顾客满意度和忠诚度之间的微妙关系,才能准确预测顾客未来的消费趋势。

Many hotels only attach importance to investigating customer satisfaction index, seeking after improving customer satisfaction blindly, ignoring the connection and difference between customer satisfaction index and customer loyalty index, only loyal customer can bring hotel lasting profit. Hotel should grasp the relationship, predic...