星级饭店内部服务质量模型、测度的实证研究

服务质量研究是最近几年饭店管理研究中的热点,其中提高饭店服务质量有了很多的研究,但星级饭店内部服务质量的研究甚少。本文首先回顾了内部服务质量的相关研究,然后从分析内部服务质量的影响因素入手,构建一个评价星级饭店内部服务质量的多层次指标体系,并利用因子分析法对指标体系进行定量分析,建立相应的综合评价模型。     

饭店服务质量的测量与改进

饭店服务质量是饭店的生命。为了改进饭店的服务质量，基于Parsuraman提出的SERVOUAL方法，本文提出了饭店服务质量的满意度测量法，然后，采用鱼刺图对饭店服务质量问题进行分析并提出改进方案，新悦饭店的示例表明，本文所提出的方法是有效的。     

对饭店服务质量问题的再认识

客人对饭店服务的感知是其评价服务质量的标准.由于一线员工与客人直接接触,很长时间以来,人们在谈到服务质量问题时,往往只强调一线员工的操作质量,最多不过将管理者履行监督职能的质量纳入其中,而事实上,员工只是处于饭店服务产品生产链最末端的人.本文在分析饭店服务质量与客人预期之间差距的基础上,提出了提高企业决策质量、管理质量、执行质量和沟通质量,满足客人服务期待的建议与措施.     

饭店非正式员工工作满意度研究

在饭店行业,随着国外著名饭店集团的进驻,民营企业饭店的发展壮大,国有饭店企业改制的推进,饭店之间的竞争日趋白热化.为增强企业的竞争力,获得满意的经营利润,饭店不断通过雇佣大量的非正式员工来确保总成本上的竞争优势.在这样的背景下,本文通过实证研究探寻中国饭店非正式员工工作满意度的影响因子以及各因子的影响程度,在此基础上建立了非正式员工管理的 SPAR 模型,并从工作压力、工作态度和工作单位认可三个角度提出非正式员工管理的具体对策,以期对饭店企业非正式员工的管理提供借鉴和参考.     

我国饭店业可持续发展探讨

本文从经济、社会、资源、环境、制度建设五个方面构建了我国饭店业可持续发展的考察要素框架;在研究饭店绿色营销与饭店业可持续发展的关系的基础上,提出了饭店实施绿色营销管理是实现饭店业可持续发展的理想选择,并探讨了饭店绿色营销的任务和对策,着重分析了饭店绿色营销的综合成本与综合效益;在研究饭店绿色标志的基础上,提出我国饭店业可持续发展的重点在于建立和实施饭店绿色等级标准。     

饭店服务质量测量方法研究综述

提高服务质量是饭店企业区别于竞争对手,获得相对竞争优势的重要手段.要改善服务质量,首先需要有效和实用的测量方法对服务质量进行可靠和准确的测量.本文对服务质量的测量方法进行了综述,分析它们在饭店业中的应用现状及问题,同时阐述了饭店服务质量测量的新趋势.     

我国饭店企业顾客价值实证研究

本研究在整合现有顾客价值理论的基础上,对饭店顾客价值的构成维度进行了实证分析,并基于调研数据对饭店顾客价值与其购买行为之间的关系进行了验证.期待相关的研究结论能有利于饭店企业基于顾客价值的构成维度针对性和系统性地提出顾客价值的提升策略,以服务于饭店企业获取竞争优势的战略目标.     

基于SEM的饭店顾客满意度测评模型研究

运用结构方程模型(SEM),通过对现有国际主流顾客满意度指数模型的改进,从多学科角度构建了饭店顾客满意度测评模型(HCS),并进行实证研究.饭店顾客满意度测评模型是一个具有因果关系的结构方程模型,运用LISREL及SPSS统计软件进行检验,结果表明测量模型中的观测变量对顾客满意度的影响显著,结构模型中各潜变量之间的路径系数与假定基本符合.在研究分析基础上给出相应结论及建议.     

饭店人才环境评价指标体系研究

饭店人才流动率高有多方面原因,其中一个重要原因是饭店企业的人才环境不尽如人意。本文对饭店人才发展的先决条件——人才环境进行了研究,根据ERG理论将饭店人才环境确定为基础环境、主导环境、驱动环境3项一级指标,利用德尔菲法确定了14项二级指标,并通过运用层次分析法,借助相关计算机统计软件,对测评指标的权重进行确定,构建了饭店人才环境评价指标体系。     

旅游企业内部市场导向及其对互动营销的影响分析

文章以我国珠三角旅游企业为样本,通过实证研究探讨了我国旅游企业内部市场导向的结构模型,并以此为基础分析了旅游企业内部市场导向对互动营销的影响.研究表明,我国旅游企业内部市场导向结构由4个维度构成:内部市场需求信息的收集与研究；内部市场信息在主管与下属间的传递与反馈；内部市场需求信息在管理者之间的沟通以及内部市场需求信息的处理与反应.另外,内部市场导向正向影响互动营销行为,其中组织承诺起部分中介作用.最后对研究结论进行了分析,并提出管理启示.     

基于细节服务的酒店形象影响因素研究

细节服务作为酒店管理多元化发展的一个分支,对挖掘、整合和利用酒店资源,发现、赢得和稳定客户,识别、利用和树立良好的酒店形象有着不可忽视的作用.本文首先从细节服务的视角出发,剖析了细节服务的关键因子及其对酒店形象的影响.在此基础上构建了基于细节服务的酒店形象影响因素模型,并提出了相应假设;然后运用统计方法对其进行了验证,实证结果基本符合本文的研究构思和假设;最后,本文就如何依托细节服务提升酒店形象提出了相应对策.     

饭店服务学研究综论

本文在对国内外服务学及饭店服务相关研究文献进行综述基础上,分析饭店服务学研究应遵循的逻辑思路,并提出了一个初步的饭店服务学研究框架,目的在于通过探寻饭店服务的理论基础,审视饭店服务的实践过程,相互验证,融合提炼,逐渐上升为服务理论进而构建饭店服务学科,为旅游学科体系的建设尽绵薄之力。     

Developing ambidexterity through quality management and their effects on performance

This study analyzes the influence of quality management practices on organizational ambidexterity and on performance, and the mediating role of ambidexterity in the relationship between quality management practices and performance in the hotel industry. The paper uses Partial Least Squares (PLS) analysis based on data from 365 Spanish hotels. The results show that quality management practices favor the development of organizational ambidexterity, that is, they help balance exploitation and exploration activities, and this contributes to improving hotel performance. Moreover, ambidexterity acts as a partial mediator between quality management practices and hotel performance. These findings imply that quality management practices can create an appropriate organizational context to simultaneously develop both service improvements (exploitative innovations) and service innovations (explorative innovations). This paper contributes to theory by developing new knowledge regarding quality management as a facilitator of ambidexterity, and the mediating role of ambidexterity in the relationship between quality management and hotel performance.     

Towards an understanding of total service quality in hotels

The importance of service quality for business performance has been recognized in the literature through the direct effect on customer satisfaction and the indirect effect on customer loyalty. The importance was recognized by Parasuraman et al. [1985. A conceptual model of service quality and its implications for future research. Journal of Marketing 49(4), 41–51] in the development of SERVQUAL, a measure of perceived service quality across industries. Although the importance of service quality and service quality measurement has been recognized, there has been limited research that has addressed the structure and antecedents of the concept for the hotel industry.This research addresses the antecedents and structure of service quality in the context of the luxury and first class hotel sectors. The data are analysed using exploratory and confirmatory factor analysis approaches and a structural model is used to test the structure of service quality.The paper clarifies the dimensions and structure of service quality in the hotel industry. The clarification of the dimensions is important for managers in the hotel industry as it identifies the bundles of service attributes consumers find important. The clarification of the structure is also important as it confirms, in a hotel context, that customers see service quality in its entirety as a second order dimension.     

Impact of hotel website quality on online booking intentions: eTrust as a mediator

Growing competitiveness in the marketplace pushes hoteliers to fully take advantage of their websites as a marketing tool. This study proposed that a trusting relationship with customers could be developed by investing in hotel website development. A research model that incorporates hotel website quality, eTrust, and online booking intentions was put forward. The software AMOS 20.0 was adopted to analyze the proposed inter-variable relationships. Statistical results demonstrated that hotel website quality is a strong predictor of eTrust which then also mediates the relationship between website quality and consumers’ online booking intentions. Implications were offered for practitioners based on the results.     

Bridge the Gaps: From Deficiency to Superior Service

In the face of ever intense competition and limited resources, it is management's primary concern to seek out accurate and effective ways for uncovering deficient service quality attributes and the real causes behind them. The purpose of this study is, therefore, to develop a two-phased service quality strategy model to identify defective service attributes and uncover their root causes by integrating the importance-performance gap analysis model, service triangle and gap analysis. A survey conducted on the guests, front-line servers and managers from nine different restaurant outlets of three similar international hotels in Taiwan is presented to empirically substantiate the suitability and practicality of this proposed model. The findings demonstrated that the model was fitted for the hotel in question to identify its defective service quality attributes, prioritize their order of improvement and consequently reveal the causes behind by analyzing the existence of the gaps among customers, managers and front-line servers. The managerial implication for restaurant managers is to reallocate resources and efforts in service areas that require immediate improvement. With this particular model, management now can serve their customers well even with limited resources.     

The effects of cognitive,affective, and sensory attributes on hotel choice

Over the past decade, experiential marketing has been the focus of many hospitality and tourism studies. Yet the existing literature does not provide experimental evidence of the incremental effects of affective and sensory attributes on the choice of hospitality service and destinations. This study attempts to provide some such evidence by using discrete choice modeling to examine the differential effects of cognitive, affective, sensory attributes on hotel choice. Bayesian D-optimal design based on JMP 8.0 was used to create a discrete choice experiment. Consumer hotel choice was predicted using random parameter logit (RPL) models. These results demonstrate that when customers choose a hotel, they consider not only cognitive attributes (e.g., price, service and food quality, and national brand), but also affective (e.g., comfortable feeling and entertaining) and sensory (e.g., room quality, overall atmosphere) attributes. The results also demonstrate the incremental value of adding affective and sensory attributes to a choice model when compared to a model using only traditional cognitive attributes. The data suggest that hotel managers can effectively differentiate their properties by incorporating affective and sensory attributes in their promotions. Moreover, the findings provide hotel managers with important insights into new product development and marketing communications strategy.     

度假酒店服务绩效感知环节及要素探索性研究

在酒店质量管理研究中,学者们一直致力于对影响酒店服务质量的绩效要素进行深入广泛的研究,遗憾的是,这些研究大都是单纯基于奥利弗的预期—失验理论。为了更有效地评价服务质量表现,近年来,学术界开始推崇多元化层次理论。基于度假酒店的服务特点和服务绩效多层评价理论,文章将服务接触与汝萨和奥利文的服务三要素作为多层理论研究框架,运用深度访谈、焦点小组讨论,以及文献综合分析等相结合的定性研究方法,分析了顾客感知度假酒店服务绩效各环节的相关评价要素,并进一步讨论了顾客感知度假酒店服务绩效要素与传统酒店的区别。研究结果暗示了度假酒店在服务管理过程对＂度假理念＂的诠释是获得顾客满意的关键。