【作者】 范林生；

【导师】 秦远建；

【作者基本信息】 武汉理工大学 ， 管理科学与工程， 2012， 博士

【摘要】 随着服务经济时代的来临,服务业在国民经济中的比重已成为衡量一个国家经济发展水平的重要指标,我国十二五规划国内生产总值年均增长7%,2015年服务业增加值比重增加4个百分点将达到47%,作为服务业的主要领域——酒店业必将得到加速发展,1999年到2010年我国酒店业每年投资额从78亿元上涨到1280亿元,年均增长36%,2000年到2010年国内五星级酒店年投资额增长高达361%,根据联合国世界旅游组织的数据,中国酒店市场规模到2025年将超过美国,到2039年将增长近一倍。随着世界经济发展、消费者需求改变以及竞争形式变化,我国酒店业的生存与发展面临着新的全球性挑战,跨国酒店品牌纷纷进入国内并占居强势地位,2008年至2010年三年新开国际品牌酒店超过前20年。但我国酒店服务业在国民经济发展中的重要地位和规模、档次不断提高的背景下,国内酒店服务业发展却存在严重的不足,2009年全国星级饭店亏损12亿,严重影响了我国酒店业的良性发展,我国酒店服务业唯有不断创新,发挥特色优势,提升服务产品价值,才能促进酒店服务业的良性发展。本文立足酒店服务业,研究运用产业经济学、管理学、价值链理论和服务创新学等相关理论,构建国内酒店服务业价值创新理论,包括酒店服务业价值创新现状分析、酒店服务业价值创新维度与模式、价值创新能力评价、价值创新风险与应对,最后探讨了理论应用实例,本文为有效提高酒店服务业的核心竞争力,促进我国酒店服务业的持续良性发展提供了理论与实践指导。论文主要分为以下七个部分：(1)绪论。对国内外相关研究现状进行概括评述,提出服务业创新与价值增值的研究意义、目标、研究内容及研究方法等。(2)酒店服务业价值创新理论构建。以价值增值和创新理论为理论基础,分析了酒店服务业创新与价值增值的内在联系,从酒店服务业结构性差异与价值创新能力、价值创新维度与模式、价值创新能力评价与风险分析四个方面构建酒店服务业价值创新理论框架,本章为后文提供了理论分析框架。(3)酒店服务业价值创新现状分析。借鉴国外酒店服务业发展经验,分析我国酒店服务业发展环境。从我国酒店服务业省域规模、收入、效益三方面,选取省域酒店数量、从业人数、客房收入、餐费收入、资产总额、固定资产、主营业务收入、主营业务利润共八项指标进行主成分和聚类分析,评价省域酒店服务业价值创新的基础差异,以分类指导酒店服务业价值创新的差异化发展。(4)酒店服务业价值创新维度与模式。阐述酒店服务业价值创新的环境维度、投入维度、产出维度,并在此基础上以酒店服务业创新的价值链导向提出酒店服务业价值创新的驱动模式、维度模式、参与者模式。(5)酒店服务业价值创新能力评价。基于酒店服务业价值创新指标选取原则方法,构建了酒店服务业价值创新评价指标体系,并应用模糊综合评价方法进行评价。(6)酒店服务业价值创新的风险分析。从内外部分析了酒店服务业价值创新过程中存在的风险,并提出酒店服务业价值创新过程面临风险的预警方法。(7)理论应用。以石家庄国际大厦酒店为例,分析国大酒店的价值创新导向,价值创新维度,价值创新管理流程及价值创新评价。本文创新点主要体现在：(1)系统提出了酒店服务业的价值创新理论体系。包含了酒店服务业的价值创新内涵、价值创新维度与模式,以及酒店服务业价值创新能力的评价指标体系和风险防范体系。(2)构建了酒店服务业价值创新维度与创新模式选择。阐述酒店服务业价值创新的环境维度、投入维度、产出维度,并在此基础上以酒店服务业创新的价值链导向提出酒店服务业价值创新的驱动模式、维度模式、参与者模式。(3)构建了酒店服务业价值创新评价指标体系和酒店服务业价值创新风险分析与应对方法。从顾客价值及酒店内外环境三方面构建了酒店服务业的价值创新能力评价指标与评价方法,并从顾客价值及酒店内外环境三方面为酒店服务业价值创新过程中的风险有效规避和应对提供对策建议。更多还原

【Abstract】 With the coming of service economy, the proportion of service industry in the national economy has become an important indicator for measuring of a country’s economic development level. The rapid development of the services sector and tourism promote the accelerated development of the hotel industry. In Twelve Five-Year Plan the average annual GDP growth is7%and the proportion of sevices added value increase by4percentage points to47%in2015. China’s hotel industry from1999to2010the annual investment rose from7.8billion yuan to128billion yuan, an average annual growth of36%. Domestic five-star hotel from2000to2010the annual investment growth will be up to361%. According to the data of the United Nations World Tourism Organization, China’s hotel market size in2025will surpass the United States; will nearly double by2039.With the development of the world economy, changes in consumer demand and competitive changes in the form of the hotel industry is facing new global challenges. These new developments and the competitive situation to the survival and development of China’s hotel industry have brought new pressure. The international hotel brand occupies a strong position in the domestic hotel service, international brand hotels newly opened beyond the previous20years from2008to2010. The important position of the hotel services industry in national economic development and the shortcomings in the domestic hotel service industry has formed a strong contrast, which impacts seriously on the sound development of China’s hotel industry. A total profit of Star hotel was1.2billion losses in2009. The only way to promote the sound development of the hotel service industry is by continuously innovation, playing characteristic advantages, and improving the value of the service product.Based on hotel services industry, the dissertation uses economics,management and innovation and other related theories, analyzes hospitality industry innovation models and the pathes to enhance the service value, and to guide practice. It explores how to effectively improve the core competitiveness capabilities of the hospitality industry, which contribute to the positive development of China hotel sevice industry. It has important theoretical and practical significance while theoretical research about hotel service industry value promotion has not yet started systematically. The dissertation is divided into the following sections:(1) To summarize the related domestic and foreign research, point out the research significance, objectives, contents and research methods.(2) Construction of value innovation theory of the hotel service industry. Taked the value improvement and innovation theory as the theoretical basis, it states the internal relations of hotel sevice innovation and value improvement, and constructs the theoretical framework, from the hotel service industry development environment and capabilities,value innovative dimensions and models, innovation capacity evaluation and risk analysis.(3) Present Situation Analysis on the hospitality industry value innovation, which including the current situation of China’s hotel industry development, the opportunities and challenges, and the main problems. The meso-level hotel service industry developing capability evaluation shows that scale structure of the hotel service innovation, revenue structure, and benefit structure three-dimensional, two aspects of the hotel ownership type and provincial location of hotel service innovation structure evaluation. It constructs the number of province hotels, number of employees, room revenue, meals, income, total assets, fixed assets, the main business income, main business profit of eight indicators and with principal component analysis and cluster analysis. The conclusion is that Guangdong, Beijing, Zhejiang, Jiangsu province, Shandong province, and Shanghai, Henan hotel service developing capabilities takes more advantages.(4) Innovation dimensions and models of hotel service industry based on value innovation. It concluded the improvement dimensions of customer experience from innovation input, output, and environment. On this basis, inovation models of hotel service industry, Oriented by the value chain, was divided into drive mode, dimensions mode, and participants mode.(5) Evaluation of hotel service industry value innovation. It constructed selection principles of innovation capability of hotel service industry, fuzzy judgment matrix of the hotel services innovation ability index by fuzzy comprehensive evaluation method.(6) Risk analysis of hotel service industry value innovation. It analyzed the risks from inside and outside the hotel service industry value innovation, and put forward risk warning ways of it.(7) Empirical analysis on hotel service industry value innovation based on international hotel of Shijiazhuang. It analyzed the development leading, value innovation dimensions and process management, and innovation ability evaluation for value innovation of the hotel service industry.There are three innovation points in this dissertation:(1) It has put forward the innovation dimensions and models of hotel service industry based on the value improvement by integrated use of system theory and the value chain theory. It concluded the improvement dimensions of customer experience from innovation input, output, and environment. On this basis, inovation models of hotel service industry, Oriented by the value chain, was divided into drive mode, dimensions mode, and participants mode.(2) The dissertation constructed the index system of hotel service industry innovation capability from customer value, inside and outside environment, and evaluated by fuzzy comprehensive evaluation method, with factor analysis on the green hotel service value innovation.(3) It put forward the risk factors source and risk warning of hotel service industry based on the value innovation, for the reference of risks avoidance and response effective during the process of innovation in hotel service industry.更多还原