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.     

顾客选择入住绿色饭店的行为意向研究——基于计划行为理论角度

文章以北京市金叶级绿色饭店的消费者为研究对象,采用问卷调查的方法,基于计划行为理论模型(TPB),对消费者选择入住绿色饭店的决策机制进行了分析,以期发现影响消费者购买意向的内在因素.总的看来,计划行为理论模型经过修正后,运用于绿色饭店的消费者购买意向研究中,修正模型对行为意向的解释和预测作用较好.结果表明:(1)行为态度、主观规范和感知行为控制3个因素会显著影响顾客是否选择入住绿色饭店的行为意向,其中行为态度对行为意向的影响最大,表明消费者在进行入住绿色饭店的决策时,行为态度是最重要的因素.(2)主观规范不但会直接对行为意向产生影响,而且会作为中介变量,通过行为态度和感知行为控制这两个变量来影响行为意向,表明消费者在进行绿色消费时会倾向于服从社会规范.(3)消费者的性别和年龄在决策过程上具有差异,男性消费者和大龄组消费者更容易受到主观规范的影响而产生购买意向.(4)有近一半的消费者并不清楚自己是否入住过绿色饭店,说明绿色饭店在环境友好措施宣传方面需加强.     

员工感知价值对离职意愿影响机制的实证研究——以饭店新生代员工为例

目前新生代员工已经成为我国饭店业员工队伍的主力,研究饭店新生代员工离职问题具有重要的现实意义.文章在理论研究的基础上,对员工感知价值及感知利得、感知利失构面与组织承诺、家庭支持、离职意愿之间的关系进行理论假设,构建了员工感知价值对离职意愿的影响机制模型;运用实证研究方法,对中国10个省(直辖市)的83家饭店的1807名新生代员工进行问卷调查,并对调研数据进行数理统计分析.结果表明:饭店新生代员工感知价值及其感知利得、感知利失构面显著影响离职意愿;在饭店新生代员工感知价值与离职意愿之间,组织承诺起部分中介作用;在饭店新生代员工感知价值与离职意愿之间,家庭支持起调节作用.最后,从优化员工感知价值视角提出防控饭店新生代员工离职的建议.     

心理契约违背对饭店顾客忠诚的影响——服务补救策略的调节效应

针对服务企业普遍面对的服务补救低效与顾客忠诚保持的挑战,文章基于心理契约与前瞻性服务补救理论,构建了顾客心理契约违背、服务补救和顾客忠诚间关系的分析框架,实证分析了心理契约违背对顾客忠诚的作用机理,并检验了服务补救策略对这一关系的调节效应。通过对262名饭店顾客的问卷调查,采用回归分析法处理数据,研究结果表明:心理契约违背两个维度与饭店顾客忠诚两个维度均呈显著负相关关系,顾客心理契约违背程度越高,顾客忠诚度越低;服务补救在心理契约违背与饭店顾客忠诚的关系中起到部分调节作用,即当企业服务出现失误而使顾客感知心理契约违背发生时,如果能采用恰当的服务补救策略,可以降低心理契约违背对顾客忠诚的负面影响。     

网络点评对民宿顾客住宿意愿的影响——信任的中介作用探讨

网络点评是影响民宿顾客住宿意愿的重要因素。本研究以信任理论为基础,从顾客需求视角探讨民宿顾客对网络平台的信任和对民宿主人的信任在网络点评和民宿顾客住宿意愿之间的作用。研究发现:(1)网络点评对民宿顾客住宿意愿的直接影响效应显著;(2)顾客信任的二维度(对网络平台的信任和对民宿主人的信任)在网络点评和民宿顾客住宿意愿之间起串联中介作用,但是顾客信任的两个维度不能单独在网络点评和民宿顾客住宿意愿之间起中介作用。本研究揭示了网络点评对民宿顾客住宿意愿的作用路径,为民宿营销提供了新视角。     

游客间互动对再惠顾意愿的影响研究——基于游客体验的视角

同顾客与员工、顾客与服务环境之间的互动研究相比,服务接触中顾客间互动的研究明显匮乏,这也逐渐成为了服务接触理论进一步深化研究的关键领域。文章基于顾客体验的视角,构建并实证检验了游客间互动对游客再惠顾意愿影响的概念模型,发现了游客间互动的4个维度在影响游客体验价值各层面上存在的差异性以及体验价值的不同维度在游客间互动对再惠顾意愿影响中的不同中介作用：礼仪违背、友好交谈对情感性、认知性、社会性体验价值有显著影响,并间接影响游客的再惠顾意愿;一方面干扰和争执对功能性、情感性体验价值有显著的负向影响,建议与帮助对体验价值的4个维度有显著正向影响,进而间接影响游客的再惠顾意愿,另一方面干扰与争执对再惠顾意愿有直接的负向影响,建议与帮助对再惠顾意愿有直接正向影响作用。此外,有效辨识出各人口统计变量的不同水平对各研究变量影响的差异。这对于旅游企业开展良好的顾客关系管理具有重大的指导意义和价值。     

论我国饭店实施绿色营销的现状、任务和发展趋势

９０年代，世界进入了“环保时代”、“绿色时代”。绿色时代的到来对世界经济发展产生巨大影响，饭店业也不例外。人们在生产和消费过程中，越来越关注资源与环境保护。虽然旅游饭店不像能耗大、污染严重的重工业给生态和生物带来严重的破坏，但也会给环境带来程度不同的...     

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。     

经济型酒店顾客重复购买意愿影响因素分析

在文献综述的基础上,本研究提出假设:经济型酒店顾客感知价值、顾客满意和转移成本对重复购买意愿产生显著的正向影响,并且顾客感知价值的影响程度要大于顾客满意的影响程度。然后作者在杭州市展开问卷调查,并对假设进行检验。分析结果显示:三个因素都对重复购买意愿产生显著的正向影响,但顾客满意的影响程度要大于顾客感知价值的影响程度,最终得出了经营者要努力提高顾客满意度和多途径增加品牌转移成本的结论。     

航空服务质量和消费情感对顾客满意度的影响研究

以往顾客满意度的研究主要从认知角度考虑影响顾客满意度的因素,而忽略了情感因素的重要性.基于认知和情感的视角,本文以航空服务业为研究背景,考察了航空服务质量、正面情感、负面情感、感知价值和顾客满意度的结构性关系.研究结果显示,航空服务质量和感知价值对顾客满意度有正向影响,而负面情感对顾客满意度有负向影响,同时正面情感通过感知价值间接影响顾客满意度.以上结果表明,航空服务质量和消费情感对顾客满意度都具有重要影响.     

Disentangling green service innovative behavior among hospitality employees: The role of customer green involvement

Regardless of the role of customers in co-creating value with organizations, how customer involvement drives employees, particularly in the hospitality industry, to engage in green service innovative endeavors has been scarcely examined. This study seeks to uncover how and when customer green involvement nurtures green service innovative behavior among hotel employees. The dataset was formed from the responses from 519 employees and 84 managers working in Vietnam-based hotels and analyzed via multilevel structural equation modeling. The results demonstrated the role of hotel employees’ green information management motivations (i.e., green information proactiveness, transparency, and formality) in mediating the positive relationship between customer green involvement and employee green service innovative behavior. Internal green marketing orientation functioned as an enhancer for the effects of customer green involvement on green information management motivations. This research contributes to the stream of green behavior research by bringing together customer green involvement and green service innovative behavior in the hospitality literature and unraveling the mechanisms behind their relationship.     

Environmental proactivity of hotel operations: Antecedents and the moderating effect of ownership type

This study examines the relative importance of three influential factors (stakeholder pressure, economic opportunities, and top managers’ personal environmental concern) in shaping managerial attitudes toward adoption of green programs in the hotel industry. The results, based on a sample of 235 top managers of hotels affiliated with three U.S. state hotel associations, suggest that stakeholder pressure is the most dominant predictor of managerial attitudes toward adoption of green programs followed by economic benefits and top managers’ personal environmental concern. In addition, the relationship between managerial attitudes toward adoption of environmental programs and organizational environmental commitment is found to be moderated by the ownership style. The relationship is stronger for independent hotels than for chain-affiliated hotels, indicating a more significant role of managerial discretion in implementing environmental strategies at the independent hotel setting than the chain hotel setting.     

Environmental consciousness and green customer behavior: An examination of motivation crowding effect

The motivation crowding effect suggests that external money intervention weakens intrinsic motivation. The purpose of this study is to examine whether the motivation crowding effect occurs during the process where consumers try to be environmentally friendly. Thus, this study will first investigate the effect of environmental protection consciousness on green customer behavior, and then investigate the effect that incentive mechanisms have on environmental protection consciousness and green customer behavior. 458 hotel guests are used as research subjects. The results show that environmental protection consciousness positively affects green consumer behavior. Cash discount incentives have no effect on the choice of hotel guests to reuse their bed sheet or towels; on the contrary, environmental protective alternatives are great incentives for hotel guests to maintain environmentally friendly behavior. Regarding the demographics of hotels guests, female and younger guests are more inclined to be environmentally friendly. The contribution of this paper is proof of the existence of motivation crowding through an empirical analysis of hotel guests, which enlightens the hospitality industry on how to introduce environmentally friendly strategies in order to respond to motivation crowding.     

The influence of values and attitudes on green consumer behavior: A conceptual model of green hotel patronage

This study develops a comprehensive conceptual framework of consumer behavioral intentions in green hotels. Based on Schwartz’s values theory, using Stern’s nomenclature, in conjugation with value-attitude-hierarchy, ecocentric and anthropocentric ethic, and green signaling theory, this study identifies values (biospheric, altruistic, and egoistic) and attitudes (ecocentric and anthropocentric) that influence consumers’ green hotel visit intention, willingness to pay more, and willingness to sacrifice. This study adds to the extant literature by incorporating the consumers’ environmental concern perspective, the social-altruistic perspective, and the personal benefits and status perspectives in embracing green products. Understanding the interplay of biospheric, altruistic, and egoistic values and ecocentric and anthropocentric attitudes on green hotel behavioral intentions will provide insights to better understand the green consumer and to better manage the green hotel.     

What drives employees’ intentions to implement green practices in hotels? The role of knowledge,awareness, concern and ecological behaviour

This study investigates the effects of three green triggers – environmental knowledge, environmental awareness and environmental concern – and employees’ ecological behaviour on their intentions to implement green practices in hotel companies. Data was collected through a survey from 438 hotel employees in Hong Kong and structural equation modelling (SEM) was used to test the research hypotheses. The results indicate that the three green triggers are positively associated with ecological behaviour and ecological behaviour is positively associated with intention to implement green practices in hotels. Additionally, ecological behaviour mediates the relationship between the three green triggers and intentions to implement. Theoretical and practical implications are also discussed.     

Consumers’ willingness to pay for green initiatives of the hotel industry

This paper examines hotel guests’ willingness to pay a premium for environmentally friendly and sustainable practices of the U.S. hotel industry. Specifically, the goal of this research is to investigate the relationship between the level of U.S. hotel guests’ environmental concern, measured by the New Ecological Paradigm Scale (NEP) and their willingness to pay (WTP) a premium for hotels’ “green practices.” This study found that U.S. hotel guests with higher degrees of environmental concerns declare a higher willingness to pay premiums for hotels’ green initiatives. This avowed willingness supports the social identity theory and the means-end theory. In addition, based on the affect-based complementarity proposition, this study also examined the effect of hotel type on WTP in the U.S. hotel industry, and found that luxury and mid-priced hotel guests are more willing to pay premiums for hotels’ green practices than economy hotel guests.     

The effects of environmental and luxury beliefs on intention to patronize green hotels: the moderating effect of destination image

Recent research has demonstrated a disconnect between environmental beliefs and behavior when it comes to the consumption of hospitality products. Unfortunately, while many consumers believe that hotels should engage in green practices, there is mounting evidence that such beliefs do not necessarily translate into actual purchases of sustainable products. The purpose of this research is to examine this issue by developing an integrated framework establishing the relationships among the beliefs, attitudes, and behaviors associated with the consumption of the green hotel product. In particular, we are concerned with the effects of consumers' beliefs regarding the luxury-based trade-offs associated with staying in green hotels. Additionally, we seek to establish the role of destination image as a determinant of the relationships specified in the proposed nomology. The results support our overall hypothesis that the established disconnect between environmental values and sustainable hospitality consumption behavior is at least partially attributable to the cognitive evaluation of the attributes of the hotel's destination. Specifically, our results show that, while the belief that green hotels are less luxurious translates to unfavorable attitudes toward green hotels in urban tourism destinations, this relationship does not occur in nature-based tourism destinations.     

Role of Perceived Fit With Hotels’ Green Practices in the Formation of Customer Loyalty: Impact of Environmental Concerns

With the increasing concern for ecological issues among hotel customers, this study pursues an investigation of customers' perceptions of hotels' core business in association with green practices and the resulting purchase-related loyalty (i.e. intentions to visit, accept price premiums, and recommend). In addition, the study examines the moderating role of environmental concerns in the relationships among perceptions of hotels' green practices and loyalty components. A survey of tourists using hotels showed that customers related hotels' core businesses and green practices positively, which consequently affected customers' purchase intentions toward the hotels. This study is unique in academia in that it investigates the fit theory for the hospitality industry by considering the impact of environmental concerns, while employing environmental practices as an emerging social cause, which is, increasingly, important for the society. This study is beneficial by providing hotel managers with insight into hotel customers' decision-making processes regarding green practices.     

The Role of Expected Outcomes in the Formation of Behavioral Intentions in the Green-Hotel Industry

Despite customers' increasing environmental concerns and demand for green products in the lodging industry, there has been a lack of research undertaken to identify critical factors in hotel consumers' eco-friendly decision-making processes. The present study was designed to identify the expected outcomes of staying at a green hotel from a customer's perspective and to examine the relationships between the identified factors and behavioral intentions (i.e., visit intention and word-of-mouth intention). To achieve these objectives, this study used both qualitative (a focus group) and quantitative (survey and regression analysis) methodological approaches. A total of seven expected outcomes were identified through the focus group. An online survey of U.S. hotel customers was conducted. The results of the regression analysis evidenced that hotel customers' expected outcomes of staying at a green hotel had a positive influence on behavioral intentions, which demonstrated the role of expected outcomes as direct antecedents of behavioral intentions and as an immediate reason for choosing a green hotel over a non-conventional hotel. Findings from an additional analysis indicated that healthy guestrooms, eco-friendly practices, and reduced expenses were positively associated with visit intention. Further, healthy guestrooms, reduced expenses, organic foods, and environmental protection had a positive and significant impact on word-of-mouth intention.     

不保与盈利：环境管理对酒店绩效的影响

环境管理对酒店绩效的影响越来越受到人们的关注。国外学者使用了不同的方法来研究其关系,但至今没有一个明确的定论。以“波特假说”为代表的学者认为,环境管理所带来的效益可以弥补环境管理所需的费用,并让酒店产品产生差异化,增加新的竞争力。然而,一些学者却认为,对环境管理的投入会减少酒店的利益和酒店的竞争力。因为其所节约的成本不足以弥补所要付出的费用。为了对这两种观点在实践中的表现进行验证,该文通过对广州高星级酒店的调查,获取第一手数据,借SPSS统计软件的相关功能,确定酒店环境管理对其绩效的影响表现。结果显示,酒店环境管理的投入越多,其对绩效的积极影响越明显。同时,酒店环境管理中的几个变量对酒店绩效存在着不同程度的影响,可得到酒店环境管理对其绩效产生影响的回归方程。最后,文章提出了一些建议及研究展望。