Title :
Analysis on hotel service innovation based on customer delivered value theory
Author :
YangQian, Xu ; Na, Wang ; Yu, Han
Author_Institution :
Tourism Coll., Hebei Univ. of Econ. & Bus., Shijiazhuang, China
Abstract :
According to the customer delivered value theory, this paper considers that the hotel should promote total customer value by hotel service innovation, personnel and brand culture innovation. At the same time, it can reduce the overall cost for customer by optimizing service processes and improving service efficiency.
Keywords :
customer satisfaction; customer services; hotel industry; innovation management; brand culture innovation; cost reduction; customer delivered value theory; customer services; hotel service innovation; personnel culture innovation; Atmosphere; Cost function; Educational institutions; Humans; Industrial psychology; Marketing management; Personnel; Technological innovation; Virtual colonoscopy; customer delivered value; hotel service product; innovation;
Conference_Titel :
Information Management and Engineering (ICIME), 2010 The 2nd IEEE International Conference on
Conference_Location :
Chengdu
Print_ISBN :
978-1-4244-5263-7
Electronic_ISBN :
978-1-4244-5265-1
DOI :
10.1109/ICIME.2010.5478221
