摘要
传统上人们对农家乐服务质量的测量未考虑服务质量要素的属性,也忽视了服务质量各要素之间可能存在的因果关系。因此,对农家乐服务质量改进策略的研究无法正确地分析各要素之间的非线性影响及因果关系,难以对农家乐服务质量改进给予正确有效的指导。将Kano二维质量模型与DEMATEL模型结合起来,参考SERVPERF量表设计调查问卷,以上海市崇明前卫村农家乐为例,探索如何制定正确有效的农家乐服务质量改进策略。
Traditionally,researches on service quality of farmhouse tourism ignored the elemental properties of farmhouse tourism service quality,and overlooked the causal relationship that probably existed in the various elements of the farmhouse tourism service quality. Thus, these researches on improving service quality of farmhouse tourism couldn＇t correctly analyze the nonlinear effects and causality among various elements,and couldn＇t effectively enhance the farmhouse service quality. Therefore,this paper would combine the Kano two-dimensional quality model and DEMATEL model,designed questionnaires referring to the SERVPERF scale,and explored how to establish the valid strategies on improving the service quality of farmhouse tourism based on the example of development in Qianwei village tourism.
出处
《资源开发与市场》
CAS
CSSCI
2014年第6期681-686,共6页
Resource Development & Market
