本文選題：度假飯店　切入點：度假氛圍　出處：《浙江大學》2012年碩士論文　論文類型：學位論文

【摘要】：營造一種能夠增強顧客愉悅感的氛圍是度假飯店經(jīng)營的核心內(nèi)容。本文從顧客感知的角度出發(fā),旨在通過綜合使用文獻研究、關鍵事件分析、實證分析和案例分析等方法,構建基于顧客感知的度假飯店度假氛圍評價體系；檢驗顧客感知的度假氛圍與感知反應之間的因果關系；探索顧客屬性對度假飯店度假氛圍感知與反應之間的調(diào)節(jié)效應。 通過因子分析,本研究認為影響顧客感知度假飯店度假氛圍的因素分布于6個因子28個變量。這6個因子分別是公共區(qū)域設計、休閑娛樂設施、客房設計、物理環(huán)境、地理環(huán)境和交互關系。進一步的回歸分析表明這6個度假飯店氛圍感知因子與由此產(chǎn)生的感知反應之間有顯著的因果關系,且這種因果關系同時受到來自不同顧客屬性的調(diào)節(jié)效應的影響。在案例分析中進一步證實基于問卷的分析結果在整體上符合飯店的實踐。最后基于研究結論,本文為度假飯店營造和管理度假氛圍提出了建議與對策。這些對策包括強化度假飯店主題設計、優(yōu)化游泳池設計、增強客房度假氛圍、刺激感官體驗、選擇合理區(qū)位、提高員工服務素質(zhì)、注重營造私密空間和加強飯店安全管理。
[Abstract]:Creating a kind of atmosphere that can enhance the customer's pleasure is the core content of the holiday hotel management. This paper, from the perspective of customer perception, aims to use the methods of comprehensive literature research, critical event analysis, empirical analysis and case analysis, etc. Construct the evaluation system of holiday atmosphere based on customer perception; examine the causal relationship between customer perceived vacation atmosphere and perceived response; explore the regulatory effect of customer attributes on holiday atmosphere perception and response. Through factor analysis, the factors that affect the customer's perception of holiday atmosphere are divided into 6 factors and 28 variables. The six factors are public area design, leisure and entertainment facilities, guest room design, physical environment, etc. Geographical environment and interaction. Further regression analysis showed that there was a significant causal relationship between the perceived factors and the perceived response. And this causality is also affected by the adjustment effect from different customer attributes. In the case analysis, it is further confirmed that the results based on the questionnaire are in line with the practice of the hotel as a whole. Finally, based on the conclusions of the study, This paper puts forward some suggestions and countermeasures for building and managing holiday atmosphere in resort hotels. These countermeasures include strengthening the theme design of resort hotels, optimizing the design of swimming pools, enhancing the vacation atmosphere of guest rooms, stimulating sensory experience, and choosing reasonable location. Improve staff service quality, pay attention to building private space and strengthen hotel safety management.
【學位授予單位】：浙江大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F719;F274;F224

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本文編號：1569379