工商管理专业 星巴克企业的服务与管理策略研究

I星巴克企业的服务与管理策略研究内 容 摘 要进入了 21 世纪，随着社会经济的飞速发展，作为第三产业的餐饮业发展尤为迅速。外资产业作为外来经济在中国这个摇篮里快速成长。经济全球化已经成为主流。餐饮业在如今竞争激烈的大环境下，优质的服务和专业化的管理成为了除美味的菜肴、就餐环境的舒适以及价位的合理外新的体现各大餐饮企业竞争力的重要因素。在目前餐饮业市场的巨大竞争环境中，顾客拥有更多的选择空间，为了保证顾客满意度和忠诚度不断提高，作为企业就只能从其服务质量与管理概念进行改革。而为了更好地研究餐饮业是如何在其服务与管理上进行改革的，选择参考外资企业中的佼佼者——星巴克。作为美国餐饮业巨头星巴克，它的成功一直以其卓越的管理制度与服务质量而闻名的。所以通过研究星巴克与其他外资企业服务与管理的异同可以揭示出星巴克在其发展中存在的问题，得出了对星巴克发展的启示。关键词 ： 星 巴 克 ； 服 务 ； 管 理 ； 策 略I IResearch on the Service and Management Strategy of Starbucks EnterprisesAbstractIn the 21st century, with the rapid development of society and economy, the catering industry as a tertiary industry has developed rapidly. As a foreign economy, foreign-funded industries have grown rapidly in the cradle of China. Economic globalization has become mainstream.In today's highly competitive environment, the catering industry has become an important factor that reflects the competitiveness of major catering companies in addition to delicious dishes, the comfort of the dining environment and reasonable prices.In the current huge competitive environment of the catering industry market, customers have more choices. In order to ensure that customer satisfaction and loyalty continue to increase, as an enterprise, it can only reform from its service quality and management concepts. In order to better study how the catering industry reforms its services and management, we chose to refer to the leader of foreign-funded companies-Sta...