發(fā)布時(shí)間：2018-01-26 01:48

  本文關(guān)鍵詞： 星級(jí)酒店 服務(wù)失敗 服務(wù)補(bǔ)救 顧客滿意度 顧客重購意愿　出處：《延邊大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：酒店行業(yè)伴隨著競爭的日益激烈和市場逐漸的飽和,吸引與爭奪顧客成為酒店發(fā)展生存的關(guān)鍵之處。因?yàn)榫频攴⻊?wù)的特點(diǎn)是無形性的、異質(zhì)性的、同步性的和易逝性的,所以酒店在對(duì)顧客進(jìn)行服務(wù)時(shí)服務(wù)中的失敗情況很難避免。針對(duì)服務(wù)中發(fā)生的失敗采取有效途徑的服務(wù)補(bǔ)救,促進(jìn)顧客在酒店的所有舉動(dòng)從內(nèi)到外的向好的方向發(fā)展,這樣能使客人發(fā)自本心的有滿意感,然后就想一直在這家酒店消費(fèi),轉(zhuǎn)變成酒店的忠實(shí)客人。本論文把自變量對(duì)因變量產(chǎn)生的影響運(yùn)用實(shí)證研究來完成。綜合學(xué)習(xí)服務(wù)失敗的理論、服務(wù)補(bǔ)救的理論、顧客滿意度的理論和顧客重購意愿的理論,一定程度的運(yùn)用定性與定量的分析方法進(jìn)行總結(jié)歸納。并對(duì)酒店員工服務(wù)中的服務(wù)失敗、補(bǔ)救和顧客滿意度與顧客重購意愿之間的現(xiàn)實(shí)關(guān)系進(jìn)行了縝密的研究。提出了 5個(gè)假設(shè),然后綜合的整理了延邊朝鮮族自治州星級(jí)酒店顧客滿意度和重購意愿的調(diào)查數(shù)據(jù),認(rèn)真的從酒店服務(wù)失敗、服務(wù)補(bǔ)救和顧客滿意度對(duì)重購意愿的重要影響這個(gè)方面進(jìn)行了研究探討。此論文的研究重點(diǎn)主要體現(xiàn)在:入住延邊州星級(jí)酒店的顧客是本文的研究對(duì)象,實(shí)證分析了服務(wù)中的失敗、服務(wù)中的補(bǔ)救和顧客滿意度對(duì)重購意愿的重要影響和過程,經(jīng)過仔細(xì)的推理和驗(yàn)證后獲取假設(shè)成立,結(jié)果如下:1、服務(wù)失敗對(duì)顧客滿意度的影響成反比。2、服務(wù)中的補(bǔ)救對(duì)顧客滿意度的影響成正比。3、服務(wù)失敗對(duì)顧客重購意愿的影響成反比。4、服務(wù)補(bǔ)救對(duì)顧客重購意愿的影響成正比。5、服務(wù)后顧客滿意度對(duì)顧客重購意愿的影響成正比。求得的結(jié)果和真實(shí)的酒店現(xiàn)實(shí)情況基本上相一致,在前輩學(xué)者們研究的服務(wù)失敗理論和服務(wù)補(bǔ)救理論的基礎(chǔ)上有了一定的貢獻(xiàn)。
[Abstract]:With the increasingly fierce competition and the gradual saturation of the market, attracting and competing for customers becomes the key to hotel development and survival, because the characteristics of hotel service are invisible and heterogeneous. Synchronous and perishable, so it is difficult to avoid the failure of the hotel service in the service to the customer. Take effective service remedy for the failure of the service. Promote all customer behavior in the hotel from the inside to the outside of the good direction, so that the guests from the heart of satisfaction, and then want to spend in the hotel all the time. This paper applies empirical research to the effect of independent variables on dependent variables. The theory of comprehensive learning service failure, the theory of service remediation. The theory of customer satisfaction and the theory of customer repurchase will, to a certain extent, use qualitative and quantitative analysis methods to sum up and summarize the service failure of hotel staff service. The relationship between remedy, customer satisfaction and customer repurchase intention is studied carefully. Five hypotheses are proposed. Then the comprehensive collation of Yanbian Korean Autonomous Prefecture star hotel customer satisfaction and re-purchase willingness survey data seriously from the hotel service failure. Service remediation and customer satisfaction on the re-purchase willingness of the important impact of this aspect has been studied. The main research focus of this paper is: stay in Yanbian star hotel customer is the research object of this paper. Empirical analysis of the failure in the service, the service in the recovery and customer satisfaction of the important impact and process of re-purchase will, after careful reasoning and verification to obtain the hypothesis, the results are as follows: 1. The effect of service failure on customer satisfaction is inversely proportional, the effect of service remediation on customer satisfaction is proportional to. 3, and the effect of service failure on customer repurchase willingness is inversely proportional to that of customer satisfaction. The effect of service remediation on customer repurchase willingness is proportional to that of customer satisfaction after service. The results obtained are basically consistent with the real hotel reality. On the basis of the service failure theory and the service remedy theory studied by the predecessors, some contributions have been made.
【學(xué)位授予單位】：延邊大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F274;F713.55;F719.2
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本文編號(hào)：1464309