| Author: | 杨国强 Yang, Guoqiang |
| Title: | 酒店过度服务补救的满意度研究及容忍区间探索 |
| Other Title: | A research on the satisfaction and tolerance range of hotel's excessive service recovery |
| Advisors: | 宋海岩 (SHTM) |
| Degree: | DHTM |
| Year: | 2021 |
| Subject: | Hotel management Hotels Hong Kong Polytechnic University -- Dissertations |
| Department: | School of Hotel and Tourism Management |
| Pages: | [14], 139 pages : illustrations |
| Language: | Chinese |
| Abstract: | 酒店业极为重视消费者对产品与服务的体验感受与消费评价，往往会投入大量精力与成本对产生的服务失误进行补救。以往研究者对于 "过度服务补救" 的研究相对较少，且存在着争议。本文研究采用定性与定量相结合的研究方法。主要通过深度访谈确认顾客对过度服务补救的水平界定的异同之处；确认补救后满意度是否存在逐步衰减现象；确认过度服务补救容忍区间的最低值与最高值界定。定量研究通过 SEM结构方程模型对 402份有效问卷进行分析与验证，探讨过度情景、服务补救、服务补救后满意度、公平感知的构面关系。研究发现，顾客对于货币类的更换商品的补救形式，期望价值在 200%以上视为过度，而对于优惠与积分、退款补偿形式则在 180%以上。对于非货币类的补救形式，并非仅限于一次道歉、一次重新提供服务或一次服务承诺即可，在 5次以上的道歉或重复提供服务，6次以上服务保证时，顾客才视为过度。同时，在 0-10次或 0-300%的区间内并没有发现满意度下降的拐点与过度水平的最高值。研究结果探索式构建了服务补救过度情景测量量表，为酒店业经营者辨别服务补救是否过度提供有益的参考。 |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 6082.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 3.13 MB | Adobe PDF | View/Open |
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