书籍目录

第一章旅游接待业绪论

Chapter 1Introduction of tourism reception industry第一节旅游接待业的概念与内涵/1

Concepts and connotations of tourism reception industry第二节旅游接待业的基本特征与分类/10

Features and classifications of tourism reception industry第三节旅游接待业研究的集中领域/12

Focused research areas of tourism reception industry

15

第二章旅游接待业管理理念与方法

Chapter 2Managerial principles and methods of tourism reception industry第一节旅游接待业管理的基本意识/15

Basic managerial consciousness of tourism reception industry第二节旅游接待业管理的核心理念/23

Core managerial principles of tourism reception industry第三节旅游接待业管理的科学方法/29

Scientific managerial methods of tourism reception industry

36

第三章传统旅游接待业务管理

Chapter 3Traditional tourism reception management第一节酒店接待业务管理/36

Hotel reception management第二节景区接待业务管理/50

Scenic reception management第三节旅行社接待业务管理/56

Travel agency reception management

64目录

第四章新型旅游接待业务管理

Chapter 4New tourism reception management第一节新型旅游接待业态概述/64

Overview of new tourism reception industry第二节汽车营地旅游接待业务管理/67

Auto camps tourism reception management第三节邮轮旅游接待业务管理/74

Cruises tourism reception management第四节民宿旅游接待业务管理/82

Homestay tourism reception management

87

第五章跨界旅游接待业务管理

Chapter 5Crossindustry tourism reception management第一节跨界旅游接待业概述/87

Overview of crossindustry tourism reception industry第二节在线旅游接待业务管理/93

Online tourism reception management第三节会展旅游接待业务管理/97

Exhibition tourism reception management第四节特色小镇旅游接待业务管理/103

Characteristic towns tourism reception management

109

第六章旅游接待业顾客关系管理

Chapter 6Customer relationship management of tourism reception industry第一节旅游接待业顾客关系管理概述/109

Overview of customer relationship management of tourism reception industry第二节旅游接待业顾客关系管理的系统内容/114

Systematic contents of customer relationship management of tourism reception industry第三节旅游接待业CRM的实施流程与策略/122

CRM processes and strategies of tourism reception industry130

第七章旅游接待业服务质量管理

Chapter 7Service quality management of tourism reception industry第一节旅游接待业服务质量管理概述/130

Overview of service quality management of tourism reception industry第二节旅游接待业服务质量管理体系/136

System of service quality management of tourism reception industry第三节旅游接待业全面质量管理/141

Whole quality management of tourism reception industry

148

第八章旅游接待业管理信息系统

Chapter 8Management information system of tourism reception industry第一节旅游接待业管理信息系统概述/148

Overview of management information system in tourism reception industry 第二节旅游接待业管理信息系统开发概述/153

Overview of management information system development in tourism reception industry 第三节旅游接待业管理信息系统的运行管理/158

Operation management of management information system

in tourism reception industry 第四节旅游接待业管理信息系统的安全管理/162

Security management of management information system in tourism reception industry

166

第九章旅游接待业品牌战略管理

Chapter 9Brand strategy management of tourism reception industry第一节旅游接待业品牌发展概述/166

Overview of brand development of tourism reception industry第二节旅游接待业品牌塑造与推广/172

Brand building and promotion of tourism reception industry第三节旅游接待业品牌战略/178

Brand Strategies of tourism reception industry

183

第十章旅游接待业服务管理创新

Chapter 10Service management innovation of tourism reception industry第一节旅游接待业服务理念创新/183

Service notion innovation of tourism reception industry第二节旅游接待业服务技术创新/187

Service technology innovation of tourism reception industry第三节旅游接待业服务产品创新/189

Service product innovation of tourism reception industry第四节旅游接待业服务模式创新/191

Service mode innovation of tourism