摘要
文章以精益服务理论为基础,从乡村民宿游客最真实的服务评价入手,采用基于网络爬虫技术和深度学习技术的多模态爬虫技术识别真实情境下游客对乡村民宿精益服务的感知维度,即服务人员、配套餐食、增值服务、本体环境和区位环境,构建乡村民宿精益服务的概念要素模型。在此基础上,通过三项独立研究开发了乡村民宿精益服务的测量量表,并应用SPSS 26.0和AMOS 24.0对量表的信度、构念效度、增加效度和法则效度进行了检验,证明了乡村民宿精益服务量表的有效性和应用价值,同时发现顾客满意在乡村民宿精益服务和顾客忠诚之间发挥完全中介作用。文章旨在丰富和发展精益服务理论的同时,为广大乡村民宿经营者和管理者提供更加直观和可操作的服务提质升级管理工具。
Based on Lean Service Theory,this study investigates rural homestay fine service from the perspective of authentic customer evaluations.Using multimodal web crawling and deep leamning techniques,we identify five dimensions of fine service in rural homestays:service personnel,meal packages,additional services,homestay environment,and location environment,and construct a conceptual model of rural homestay fine service.Building on this model,a measurement scale(RHFS)was developed through three independent studies,and its reliability,construct validity,discriminant validity,convergent validity,incremental validity,and nomological validity were tested using EFA,CFA,hierarchical regression,and structural equation modeling(SEM).The results demonstrate the effelctiveness and practical value of the RHFSscale.Furthermore,customer satisfaction was found to fully mediate the relationship between rural homestay fine service and customer loyalty.This study not only enriches and develops Lean Service Theory but also provides homestay operators and managers with a practical and operational tool for service quality improvement and management.
作者
邢博
谢丁丁
李诗韩
Xing Bo;Xie Dingding;Li Shihan(School of Management,Tianjin University of Commerce,Tianjin 300134,China;College of Tourism and Service Management,Nankai University,Tianjin 300350,China)
出处
《旅游科学》
北大核心
2025年第9期129-148,共20页
Tourism Science
基金
天津市哲学社会科学规划项目“基于供需耦合的京津冀旅游市场服务企业区域协同创新路径与保障策略研究”(TJGLQN18-012)。
关键词
乡村民宿精益服务
量表开发
有效性检验
顾客网络评价
多模态爬虫技术
rural homestay fine service
scale development
validation
tourists’online comments
multimodal crawler technology
