酒店在线评论管理存在的问题及对策研究-以余姚宾馆为例
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酒店在线评论管理存在的问题及对策研究-以余姚宾馆为例(论文10000字)
摘要
随着互联网的普及和酒店在线业务的快速发展,消费者越来越习惯上网浏览查询酒店信息和发表在店体验的各方面评论。酒店在线评论以一种简捷、新型口碑形式，成为潜在消费者与现实消费者的信息传输管道,汇集了消费者选择的大量酒店信息。
本篇文章从四个部分来展开具体的论述：第一部分介绍本文中的酒店在线评论管理的相关定义，并交代国内酒店在线评论管理的研究现状；第二部分是以余姚宾馆作为案例酒店，具体描述酒店在线评论管理的发展现状；第三部分通过文献阅读，资料分析与实地调查等多种方法并用来研究余姚宾馆酒店在线评论发展管理中各方面存在的问题；第四部分主要针对酒店在线评论管理中所存在的问题提出相应的解决对策。
关键词：酒店；在线评论管理；问题及对策；余姚宾馆
Research on the problems and Countermeasures of hotel online comment management
——A case hotel of YuYao
Abstract
With the popularity of the Internet and the rapid development of online hotel business, consumers are more and more used to browsing and querying hotel information and publishing comments on all aspects of the store experience. Hotel online reviews, as a simple and new form of word-of-mouth, have become the information transmission channel between potential consumers and real consumers, gathering a large number of hotel information selected by consumers.
This paper discusses it from four aspects: the first part introduces the definition of hotel online review management in this paper, and explains the current research situation of domestic hotel online review management; the second part describes the development of hotel online review management with Yuyao hotel as a case hotel The third part studies the problems in all aspects of the development and management of hotel online reviews in Yuyao hotel through literature reading, data analysis and field investigation; the fourth part mainly puts forward suggestions for the problems existing in the management of hotel online reviews Design and corresponding solutions.
Key words:Hotels; Onlinereviews management; Problemsand countermeasures; Yuyao Hotel
目录
1.我国酒店在线评论管理的现状 1
1.1相关定义 1
1.2研究现状 1
2.余姚宾馆在线评论管理的现状 2
2.1余姚宾馆概况 2
2.2余姚宾馆在线评论管理发展现状 2
3.余姚宾馆在线评论管理的问题 4
3.1管理建设落后 4
3.2专业人才缺乏 5
3.3忽视平台管理 6
3.3.1酒店网站 6
3.3.2 OTA平台 6
3.4智能发展缓慢 7
3.5评论处理僵化 7
4.余姚宾馆在线管理采取的对策 8
4.1完善管理体系 8
4.2人才“三步”战略 9
4.3管理各大平台 10
4.4引进先进科技 11
4.5灵活处理评论 12
结语 13
参考文献 14