會所服務質量對會員滿意度及忠誠度的影響 : 中國會所管理透視

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會所服務質量對會員滿意度及忠誠度的影響 : 中國會所管理透視

 

Author: 王亮
Wang, Liang Henry
Title: 會所服務質量對會員滿意度及忠誠度的影響 : 中國會所管理透視
Hui suo fu wu zhi liang dui hui yuan man yi du ji zhong cheng du de yingxiang : Zhongguo hui suo guan li tou shi
Degree: M.Sc.
Year: 2004
Subject: Hong Kong Polytechnic University -- Dissertations
Customer clubs -- China
Department: School of Hotel and Tourism Management
Pages: 102 leaves ; 30 cm
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b1781010
URI: http://theses.lib.polyu.edu.hk/handle/200/2718
Abstract: The quality of club service surely has a great influence on club member's decision of purchase and affects the efficiency of club management as well. To evaluate the quality of club service impersonally and systematically is now becoming so important as to strengthen the competitive advantage and receive sustainable development of club. The evaluation of club service is really a new research field in the club management. By this research, the author strives to create an impersonal, righteous and acceptable evaluation system that concerns the interests of each part. And the hope to increase the club competence in China market and improve the technology of club management is cherished. As a relatively new research topic, service quality still leaves room for further exploration, particularly in the service contexts, which are characterized by intangibility, inseparability of production and consumption, heterogeneity and perish ability (Zeithaml et al. 1985). Studies of service quality are limited, especially in the clubhouse and hospitality sectors, except Kim et al. (2001, 2002). In view of this, the current study aims to understand the service quality in the context of club management from mainland China. Clubhouse service requires an intimate, interpersonal interaction between club members and the club management. Club members are actually the consumers of core products and services. Under this circumstance, service quality in clubhouse management is believed to play an important role because the club member may rely on the clubhouse manager to ensure what' the core service is delivered and 'how' this core service is performed. This study develops and tests a nomological model in China Club management. Quality dimensions, as antecedents of service quality in club management were tested. Two outcomes of service quality in club management; namely, member's satisfaction and member's loyalty (in terms of intention to repurchase and word-of-mouth recommendation) were measured. The findings and recommendations of this study are important to both the understanding of the service quality in the Chinese context and the training of qualified club managers in the mainland China.

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