论会展管理中的个性化服务

旅游与会展学院

本科生课程论文

论会展管理中的个性化服务

评阅人签名：_________复核人签名：_________得分：________

姓 名 学 号 专 业 课程名称 指导教师

会展经济与管理 会展客户关系管理

2014年12月25日

II

摘 要

个性化服务是一种有针对性的服务方式，这样的服务方式有着许多优势和作用，在会展活动的哥哥阶段都有先关的应用。本文将着手于会展管理中的个性化服务，分析个性化服务在会展管理中的具体应用，分析目前会展服务业的问题，并以提出实施个性化服务的看法和建议

关键词：个性化服务；会展；客户关系管理

Abstract

Personalized service is a kind of targeted service mode, service like this way has many advantages and role, and in the convention and exhibition activities of the elder brother phase has a first close application. This article will start in the individualized service of convention and exhibition management, analysis the application of personalized service in the convention and exhibition management, analyzing the present problems of convention and exhibition services, and some opinions and Suggestions to implement personalized service

Key Words: Personalized service, convention and exhibition, CRM

目 录

1 引 言 .......................................................................................................................................... 4 2 个性化服务简述 .......................................................................................................................... 4 2.1 个性化服务的定义 ............................................................................................................. 4 2.1 个性化服务的优势 ............................................................................................................. 4 3 个性化服务对展会的作用 ......................................................................................................... 5 4 个性化服务在会展中的应用 ..................................................................................................... 5 4.1 展会前服务 ......................................................................................................................... 5 4.1.1 进行客户细分............................................................................................................. 5 4.1.2 展前良好沟通............................................................................................................. 5 4.1.3 进行偏好预测............................................................................................................. 5 4.2 展会中服务 ......................................................................................................................... 6 4.2.1 硬件服务设施个性化 ................................................................................................ 6 4.2.2 软件服务条件个性化 ................................................................................................ 6 4.3 展会后服务 ......................................................................................................................... 6 4.3.1 展后客户满意度调查 ................................................................................................ 6 4.3.2 维持客户关系............................................................................................................. 6 5 阻碍会展个性化服务发展的因素 ............................................................................................. 7 5.1 政府主办的展会服务意识淡薄 ........................................................................................ 7 5.2 展览公司具有服务也是但缺少能力 ................................................................................ 7 5.3 个性化服务不受重视 ......................................................................................................... 7 5.4 消费者服务观念不强 ......................................................................................................... 7 6 实施个性化服务的建议.............................................................................................................. 8

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