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首页> 外文会议>International Conference on Digital Arts, Media and Technology;ECTI Northern Section Conference on Electrical, Electronics, Computer and Telecommunications Engineering >Exploring Chinese Customers Experiences with Chiang Mai Guesthouse through Analytical Customer Knowledge Management
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Exploring Chinese Customers Experiences with Chiang Mai Guesthouse through Analytical Customer Knowledge Management

机译：通过分析型客户知识管理探索清迈宾馆的中国客户体验

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摘要

According to the China Tourism Academy, Thailand has become the first choice for Chinese tourists to travel abroad in recent years (2016-2018). Among them, the most obvious change is that nearly 50% of tourists choose to travel independently rather than with group tours. Chinese Free Independent Travelers (FITs) prefer to stay in guesthouses rather than hotels because they want to experience the local culture of Thailand more. However, the data also shows that Thailand is the country in most need the help of FITs. Because there is no guide service during vacation, FITs are faced with a series of problems such as language barrier, transportation, attraction, and conditions of the guesthouse. To promote Chiang Mai local experiences for Chinese FITs so that it can further improve the quality of guesthouse services for Chinese FITs, this paper aimed to identify Chinese customer experiences with Chiang Mai guesthouse service using customer knowledge management (CKM), and Mentoring CoPs. CKM is used to collect the data on customers' basic and expected requirements for the guesthouse in Chiang Mai, while Mentoring CoPs is utilized for building a knowledge learning platform for guesthouse owners to improve the Chinese language performance. The results show that FITs are satisfied with the basic service of the guesthouse, and also hope to further improve the information service to have a better local experience in Chiang Mai.
机译：根据中国旅游研究院的数据，近年来（2016-2018年），泰国已成为中国游客出国旅游的首选。其中，最明显的变化是将近50％的游客选择独立旅行而不是团体旅行。中国自由独立旅行者（FITs）宁愿留在旅馆中，而不是旅馆中，因为他们想更多地体验泰国的当地文化。但是，数据还显示，泰国是最需要信托基金帮助的国家。由于度假期间没有导游服务，散客会面临诸如语言障碍，交通，吸引力和旅馆条件等一系列问题。为了推广中国散客的清迈本地体验，以便进一步提高中国散客的宾馆服务质量，本文旨在通过使用客户知识管理（CKM）和指导CoP来识别清迈宾馆服务的中国客户体验。 CKM用于收集客户对清迈宾馆的基本要求和预期要求的数据，而Mentoring CoPs用于为宾馆业主建立知识学习平台，以提高中文水平。结果表明，散客游客对旅馆的基本服务感到满意，并希望进一步改善信息服务，以在清迈有更好的本地体验。

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