摘要
本文运用关键事件技术(Critical Incidents Technique,简写为CIT),首先通过对福州、厦门、泉州等3地的17家五星级酒店顾客点评意见进行综合分析,得出了"服务"是影响福建省五星级酒店顾客忠诚感的最重要因素的结论;其次通过对厦门市6家五星级商务型酒店和3家五星级度假型酒店的顾客点评意见进行对比分析,得出了商务型酒店的顾客忠诚感比度假型酒店的顾客忠诚感更强的研究结论。在文章最后,笔者提出了酒店增强顾客忠诚感的相关建议。
This paper used CIT approach to analysis contents from ctrip.com.First author extract customers’ reviews from 17 fi ve-star hotels in Fuzhou,Ximen,Quanzhou cities.And concluded ＂service＂ is the most important aspect that influence customer loyalty;second,contrast 6 business hotels to 3 resort hotels and conclude that business hotels have a higher customer loyalty than resort hotels.At last,this paper gives some advices to improve hotels’ customer loyalty.
出处
《北京第二外国语学院学报》
2010年第9期61-66,共6页
Journal of Beijing International Studies University
