摘要
在酒店质量管理研究中,学者们一直致力于对影响酒店服务质量的绩效要素进行深入广泛的研究,遗憾的是,这些研究大都是单纯基于奥利弗的预期—失验理论。为了更有效地评价服务质量表现,近年来,学术界开始推崇多元化层次理论。基于度假酒店的服务特点和服务绩效多层评价理论,文章将服务接触与汝萨和奥利文的服务三要素作为多层理论研究框架,运用深度访谈、焦点小组讨论,以及文献综合分析等相结合的定性研究方法,分析了顾客感知度假酒店服务绩效各环节的相关评价要素,并进一步讨论了顾客感知度假酒店服务绩效要素与传统酒店的区别。研究结果暗示了度假酒店在服务管理过程对"度假理念"的诠释是获得顾客满意的关键。
In the study of hotel quality management,scholars have been engaging in the extensive study of the performance factors that affect service quality.It＇s a pity that these studies are mostly based on the theory of Oliver＇s expectation-disconfirmation.To evaluate more effectively the performance of service quality,the performance-based evaluation by applying the theory of pluralistic hierarchy has been highly recommended among academic circle recently.Based on the service features and the theory of multi-hierarchical evaluation of service performance,the paper takes service contact,and Rust Oliver＇s（1994） three service factors as the framework for multi-hierarchical theoretical study and combining the results from in-depth interviews,focus group discussions and comprehensive analysis of literature,analyzes the relevant evaluation factors of different links regarding service performance perceived by customers in resort hotels and further discusses the differences of service performance factors perceives by customers between resort hotels and traditional hotels.The study results imply that better understanding and interpretation of ＂resort concepts＂ is a key to obtaining customers＇ satisfaction for service management.
出处
《旅游学刊》
CSSCI
北大核心
2011年第7期36-43,共8页
Tourism Tribune
基金
云南省教育厅科学研究基金项目(2010Y516)资助~~
关键词
度假酒店
服务绩效评估
层次分析理论模型
定性研究
resort hotel
evaluation of service performance
hierarchical analytic theory model
qualitative study
