本科论文目 录摘 要..........................................................................................................................IAbstract..........................................................................................................................II引 言..........................................................................................................................11 沈阳新都绿城喜来登酒店概述.................................................................................32 理论综述.....................................................................................................................42.1 顾客满意度......................................................................................................42.2 会员制营销......................................................................................................53 研究内容及方法.........................................................................................................63.1 研究内容..........................................................................................................63.2 研究方法..........................................................................................................64 调查结果分析.............................................................................................................84.1 万豪旅享家会员实施制度现状分析..............................................................84.2 会员满意度调查结果分析..............................................................................95 会员满意度反映的问题...........................................................................................145.1 酒店会员回头率较低....................................................................................145.2 服务补救能力较弱........................................................................................145.3 会员个性化服务缺失.....................................................................
