| This paper studies the service operation strategy build Analysis on the world Tourism organization 22nd?UNWTO?general assembly's VIP reception which operated by Cheng Du Y Expo Services Firm.VIP reception always play as an ignorable role in Expo services,but act profound impact on overall Expo service quality evaluation.Since China's the reform and opening up,expo industry experiences 20%average yearly growth,becoming an important part of China's new industry which making a steady growth and adjustment in industry structural.Recently,as a result of speedy growth of our country's main economy and continuous development of“One Belt One Road”,there are more and more international trades taking place,thus making Expo market expand greatly.Intensive Expo activities are giving severe test to the service operation of those Expo service firms,their reception capability can affect the final service quality evaluation given by those who?typically,VIP guests?attended the Expo.Furthermore,their satisfaction and loyalty will bring more vitality to this city.However,there are few research material on Expo VIP reception optimization strategies in service operation category,and there have no relevant reference method on it,Expo service firms are also groping for it.A set of complete service operation plan plays an important role on VIP reception job which have profound impact on service quality evaluation given by VIP.The author worked as VIP receptionist as well as backstage general control for many international Expos operated by Y firm.Generally speaking,a set of complete service operation plan including three sections,the first one is preparing section including discerning of VIP&general assembly information?needs analysis?team building and ect;the second is execution section,include risk management?team management and quality management?ect.;the last section is service quality evaluation and continuous improvement.This thesis take UNWTO general assembly which operated by Y firm as example to analysis and discuss the service operation plan and it's procedure,in order to find out its questions and reasons,so that we can propose some relevant optimize strategies on it.The purpose of this thesis is to optimize the service activities of VIP reception work in the aspect of service strategy management and service deliver facility,in order to make Expo or general assembly process smoothly as well as obtain highly praise from VIPs,thus adapt the strategic development of our city. |
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