本科论文目 录摘 要....................................................................................................................IAbstract...............................................................................................................II引 言....................................................................................................................11 理论基础研究...................................................................................................41.1 顾客满意度相关理论............................................................................41.2 顾客满意度影响因素............................................................................42 上海金茂君悦大酒店礼宾部运营管理现状...................................................42.1 上海金茂君悦大酒店概况....................................................................52.2 上海金茂君悦大酒店礼宾部概况........................................................53 上海金茂君悦酒店顾客满意度调查与分析...................................................83.1 问卷设计与调查实施过程....................................................................83.2 数据分析................................................................................................84 上海金茂君悦酒店礼宾部运营管理存在问题及原因分析.........................124.1 礼宾部服务项目评价低......................................................................124.2 员工工作积极性较低..........................................................................124.3 工作环境满意度低,员工的流动率高.................................................135 提升上海金茂君悦大酒店礼宾部运营管理水平对策与建议.....................145.1 提高酒店礼宾服务人员素质，改善服务质量..................................145.2 加强福利待遇......................................................................................145.3 加强员工入职培训工作......................................................................14结 论......
