内容提要

本书在系统引入国内外旅游接待业服务与管理理论的基础上，充分结合旅游接待业服务运营管理的实际，向读者全面介绍了旅游接待业服务管理的核心概念、基本理念、原理方法和实践应用，建立起旅游接待业的科学知识体系。全书共十个章节，内容包括旅游接待业绪论，管理理念与方法，传统、新型和跨界旅游接待业务管理，旅游接待业顾客关系管理、服务质量管理、管理信息系统、品牌战略管理，以及服务管理创新。本书从选题策划到成稿出版，从编写团队到出版团队，从知识更新到内容创新，均展现出极大的创新和突破。本书融合互联网高新技术，以多元化、更具趣味性的形式引导学生学习，同时辅以形式多样、内容丰富的案例，为配套出版提供支持。编写团队均是旅游学界具有代表性的权威学者，出版团队为华中科技大学出版社专门建立的旅游项目精英团队。编写内容结合大数据时代背景，不断进行更新，以期为读者提供全新的阅读体验。本书不仅适合高等院校、旅游研究机构、高等职业教育、自学考试人员作为教材，而且对旅游行业服务管理、旅游职业培训都具有一定的实用性和参考价值。

Based on the systematic introduction of domestic and foreign tourism hospitality service and management theories, fully combined with the actual tourism hospitality service operation management, this book comprehensively introduces the core concepts, basic ideas, principles and methods of tourism hospitality service management and practical application to readers, and establishes a scientific knowledge system of tourism hospitality industry.The book consists of ten chapters, including the introduction, managerial ideas and methods of tourism hospitality industry, traditional, new and cross industry tourism hospitality management, the management of customer relationship, service quality, information system, brand strategy and service management innovation of tourism hospitality industry.This book shows great innovation and breakthrough from topic selection and planning to become a publication, from writing team to publishing team, from knowledge update to content innovation.This book integrates the high tech Internet to guides students to study in a diversified and more interesting form. At the same time, it provides support for the supporting publication with the cases and video resources of various forms and rich content.The writing team is all representative authoritative scholars in the field of tourism, and the publishing team is an elite team of tourism projects specially established by Huazhong University of Science and Technology Press.Combined with the background of the big data era, the content is constantly updated to provide a new reading experience for readers.This book is not only suitable for colleges and universities, tourism research institutions, higher vocational education, self-study examination personnel as a teaching material, but also has a certain practicability and reference value for tourism industry service management, tourism vocational training.