中国三四线城市高星级酒店顾客负面行为研究

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中国三四线城市高星级酒店顾客负面行为研究

 

Author: 赵真真
Zhao, Zhenzhen
Title: 中国三四线城市高星级酒店顾客负面行为研究
Zhongguo san si xian cheng shi gao xing ji jiu dian gu ke fu mian xing wei yan jiu
Degree: M.Sc.
Year: 2013
Subject: Hong Kong Polytechnic University -- Dissertations
Hotel management -- China
Consumer behavior -- China
Department: School of Hotel and Tourism Management
Pages: 60 leaves : charts ; 30 cm.
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b2645353
URI: http://theses.lib.polyu.edu.hk/handle/200/7152
Abstract: 本文所研究的顾客负面行为,是指高星级酒店里顾客在住宿、用餐和其他娱乐休闲消费过程中所表现出的不被服务人员和其他顾客接受的行为。例如顾客大声喧哗等不文明不礼貌行为,不尊重服务人员,不了解酒店产品制造麻烦等。过去的五到十年里,经济增长带动需求扩张、激活房地产市场,加上地方政府计划指令的推动,越来越多的高星级酒店进驻国内三、四线城市。大多三、四线城市现有的服务和理念都难以达标,原因有多种,服务提供者水平参差不齐是其一,顾客负面行为也会影响到服务有效提供。特别是服务业其产品输出和顾客消费同时进行、顾客直接参与产品输出,则研究顾客负面行为更有意义。本文所采用的研究方法:文献研究法、焦点小组访谈、问卷调查和深度访谈。研究结果表明,从酒店服务提供者和顾客的角度来看,样本酒店普遍存在顾客负面行为,研究得出表现最突出的负面行为,并找出顾客与员工的差异,同时给出酒店应对措施,并且证实顾客负面行为对酒店运营有影响。

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