参团游客对旅行社服务质量的期望与感知实绩研究

关于参团游客对旅行社服务质量的预期和感知实绩的研究是改进旅行社服务质量,提高游客满意度的理论依据.本研究通过紧急事件访谈与问卷调查的方法,对参团游客对旅行社服务质量的期望与实际感知进行了研究,并利用IPA方法进行了分析探讨.结论认为,参团游客对旅行社服务质量主要关注产品服务质量、营业点服务质量、导游服务质量和营销服务质量,其中产品设计质量尤为重要;但游客的总体感知实绩并不理想,12个要素均需进一步改进,其中导游导购服务、产品种类多样化、价格公道和导游讲解水平是目前我国旅行社服务质量改进的关键因素,这一结论对旅行社服务质量改进具有现实意义.     

The Impact of Cultural Distance on Perceived Service Quality Gaps

Abstract

The data base of previously published research which tested a SERVQUAL-Gap model for tourists' judgments with respect to service quality for seven different quality dimensions and seven different vacation activities in alpine tourism (Weiermair and Fuchs 1999, Fuchs and Weiermair 1998) is used to explore the potential impact of tourists' cultural belonging upon their judgment regarding the overall and partial service quality experience in different settings of tourism activities. Using respondents' characteristics with respect to their country of residence and past vacation experience in alpine skiing the paper attempts to construct a proxy for cultural distance which subsequently is tested for its impact upon service quality judgments of tourists. A bifurcation hypothesis is proposed and used, whereby tourists from very distant cultures either display high tolerance levels for “exotic” or non-familiar service quality, thus yielding high quality judgment scores or alternatively, cultural distance is associated with higher transaction costs of the tourism experience resulting in significantly lower quality judgment scores. The presence of a matrix of 49 separate service quality scores allowed to differentiate the cultural impact hypothesis with respect to different service quality settings. The paper provides some tentative conclusions which have important ramification regarding the question of product development and the management and/or control of service quality for culturally different tourist segments.     

国内游客对饭店服务质量评论的文本分析 --以e龙网的网友评论为例

本研究通过采用分层抽样法和系统抽样法抽取了易龙网上的10个城市的200家三-五星级饭店,运用文本分析法(content analysis)对每一家饭店的网友评价进行分类评分,最后运用SPSS统计软件对结果进行对比和统计.研究结果表明,中国国内旅游者同国际旅游者一样富有经验,他们对于总台接待、客房服务、房间大小这些与饭店星级紧密相关的因素非常重视.本研究为如何评价中国饭店业的服务质量提供了一个可行途径和有益借鉴.     

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。     

Measuring Personal Service Quality

Abstract

This study examined the personal service quality of international tourism hotels in China by measuring international hotel customer's satisfaction level and their perceived importance evaluation of personal service attributes. Six international hotels in Beijing and three departments (reception, food and beverage, and housekeeping) in each hotel were selected in this study. Responses from 472 customers were used for the data analysis of this study. It was found that customers identified friendliness and willingness to provide service in all three departments as service attributes with which they were very satisfied. Foreign language ability was identified as the least satisfactory in the reception and food and beverage departments. Customers also regarded friendliness and willingness to provide service as very important.     

How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction,Service Recovery,and Perceived Value

This study develops a conceptual model of the effects of service quality on customer loyalty that reflects the mediating role of customer satisfaction and the moderating role of service recovery and perceived value, and applies this model to the travel industry. A survey and analysis confirm that customer satisfaction is positively influenced by service quality, and customer loyalty is positively influenced by customer satisfaction. Furthermore, customer loyalty is indirectly influenced by service quality through the mediator of customer satisfaction. The relationship between service quality and customer satisfaction is found to be stronger for customers who have a positive experience of service recovery; and the correlation between customer satisfaction and customer loyalty is stronger for customers who perceive high service value.     

The Entitled Tourist: The Influence of Psychological Entitlement and Cultural Distance on Tourist Judgments in a Hotel Context

This research examines how a tourist’s degree of psychological entitlement (sense of deservingness) influences their responses to hotels that differ in cultural distance. Using a visit to China by Western tourists as a context, an experiment shows that entitled tourists respond more negatively to high cultural distance hotel environments compared with low cultural distance environments. Results are mediated by tourist irritation. Research contributions include demonstrating how entitlement moderates cultural distance effects, revealing tourist irritation as a mechanism that explains these effects, and showing how psychological entitlement influences how tourists react to hotel environments when visiting a foreign destination.     

The Effect of Cultural Distance on Tourism: A Study of International Visitors to Hong Kong

This study focuses on the impact of cultural distance on the behavior of international pleasure tourists who visited Hong Kong. It analyzes data drawn from the Hong Kong Tourism Board's Visitor Profile Report, and tests whether cultural distance has a similar impact on behavior as noted in previous studies examining physical distance. The study concludes that cultural distance exerts a modest impact on such attributes as demand, travel party composition, trip profile, behaviors, expenditure and satisfaction.     

The Effect of Length of Stay on Travelers' Perceived Satisfaction with Service Quality

SUMMARY

Consumer satisfaction related to service quality during the vacation experience is of paramount importance to the travel and tourism industry. This study tests empirically the effects the number of nights spent on a vacation have on the levels of satisfaction recent travelers report for three service aspects of the travel destination: perceived satisfaction with tourism service providers; perceived “freedom from defects” of tourism services; and perceived reasonableness of the cost of tourism services. Differentiation in satisfaction scores between “short-term visitors” (i.e., those who stayed from one to six nights) and “long-term visitors” (i.e., those who stayed seven or more nights) were examined. Significant differences between the two groups of visitors were present for (1) perceived satisfaction with industry professionals delivering the service experience at the travel destination, (2) perceived satisfaction with “freedom from defects” of the actual services at the destination, and (3) perceived reasonableness of the cost of services at the travel destination. Suggestions for how tourism industry professionals can make use of this information are presented.     

Determinants of Exhibition Service Quality as Perceived by Attendees

Abstract

This study attempted to identify comprehensive determinants (or dimensions) of exhibition service quality as perceived by attendees. Dimensions of exhibition service quality were constructed and identified, which are relevant for attendees to accomplish their objectives in an exhibition. The empirical results produced six dimensions of exhibition service quality: booth management, contents, registration, access, booth layout and function, exhibition and booth attractiveness. Contents turned out to be the most important dimension of exhibition service quality. Attendees were most concerned with number of participating exhibitors; quality of products or service exhibited; and conferences, seminars and events organized at the exhibition. We also confirmed the positive impacts of service quality on overall satisfaction and behavioral intention.     

Job Satisfaction,Organizational Commitment,and Internal Service Quality

Abstract

The purpose of this study, was to create a case study in employee attitudes on job satisfaction, in a major Las Vegas, Nevada hotel/casino. To accomplish this, the authors specifically investigated the discrete level of their job satisfaction, internal service quality, and organizational commitment. They also explored the overall impact of job satisfaction and internal service quality on employee organizational commitment. Currently there is no reported research on the simultaneous examination of these three variables. The results of this study have practical applications given the size and the nature of the casino business, in which a large number of employees may be assembled in a single location, and where employees may move easily from one property to another.     

Visual Data Mining: Analysis of Airline Service Quality Attributes

The objectives of the study are to identify the key airline quality attributes from online review posts and to examine the effect of identified airline quality attributes on eWOM communication. This study employed data-mining techniques and logistic regression on 901 passenger reviews to evaluate the service quality of passenger airlines. The major contribution was identifying the most salient topics of travelers complimenting and complaining reviews. Passengers’ comments support that service, staff, cabin seat comfort, and entertainment are among the most discussed themes in positive and negative reviews. Additionally, value, seat comfort, staff/service, and catering were found to be significant predictors of airline eWOM.     

Applying Service Profit Chain model to the Korean restaurant industry

The purpose of this study is to empirically determine the relationship between employees’ constructs such as internal service quality, service ability, employee satisfaction, and organizational commitment, and customers’ constructs such as perceived value, customer satisfaction, customer trust, and loyalty. This relationship was studied by applying the Service Profit Chain model to the Korean restaurant industry. Results show that internal service quality has a significant effect on service ability, and teamwork/communication has a significant effect on employee satisfaction. Employees’ organizational commitment has a significant direct effect on the value perceived by customers. Ultimately, there is an indirect influential relationship between employees’ and customers’ constructs. Implications of these results are discussed, and possible limitations of the study are addressed.     

Moderating Role of Gender in the Relationship between Hotel Service Quality Dimensions and Tourist Satisfaction

Gender has frequently been identified as one of the key attributes and predictors in developing marketing strategy. This study examines the moderating role of gender in the relationship between hotel service quality dimensions and tourist satisfaction with hotel service delivery. The results derived from multi-group structural equation modeling via the AMOS 5.0 computer program revealed that gender significantly moderated the relationship between service quality dimensions and tourist satisfaction with hotel service delivery. Empathy and tangibles both contributed as the most important significant predictors of tourist satisfaction with hotel service delivery for male tourists as opposed to female tourists. It is statistically confirmed that men and women appear to respond to different aspects of a service encounter when making judgments about their satisfaction.     

Service Quality,Relationship Outcomes,and Membership Types in the Hotel Industry: A Survey in Korea

With the ongoing attention to long-term relationships between service providers and customers, this study delved into such influential factors that include service quality and its relationship outcomes (trust, satisfaction, and continuance commitment), and those relationships among variables along with membership effects in the hotel industry. Survey data from 300 hotel customers in Korea were used to test hypotheses using structural equation modeling. Findings are as follows: interaction and environment service quality had a positive impact on trust, whereas outcome service quality had a positive impact on satisfaction. Additionally, trust was positively associated with satisfaction, and satisfaction was positively associated with continuance commitment. Memberships could strengthen the positive relationships between outcome quality and trust, interaction quality and customer satisfaction, and trust and continuance commitment. From these findings, hotels should improve service quality, generate customers' trust, satisfaction, and continuance commitment, and induce them to the membership programs for long-lasting relationships with them.     

文化距离对旅游目的地选择的影响--以日本和中国大陆出境游为例

在全球化和出境旅游日益发展的大背景下,了解国家文化和文化差异对出境旅游的影响越来越重要。文章以日本和中国出境旅游市场为案例,定量研究客源国与目的地国家之间的文化差异对旅游者出境旅游目的地选择的影响。文章数据来源于对日本和中国城市居民的一手数据,包括受访者的过往出境目的地选择和计划前往目的地选择情况。条件Logit模型的估计结果显示,日本居民在过往目的地和计划前往目的地的选择上都显著偏好总体与日本文化差异大的国家。具体而言,他们偏好在“权力距离”和“不确定性避免”维度差异较小,而在“集体主义“”性别气质”和“长远考虑”维度差异较大的目的地。相比而言,中国大陆居民在出境目的地选择上受文化距离的影响较少。     

The Importance of Hotel Attributes in Contributing to Travelers' Satisfaction in the Hong Kong Hotel Industry

Abstract

This study surveyed 402 international travelers to explore their satisfaction levels towards service and facility quality in three Hong Kong hotel market segments, High-Tariff A, High-Tariff B and Medium Tariff. Six perception dimensions were extracted from 33 hotel attributes by a factor analysis. All six dimensions had a significant impact on the overall satisfaction of travelers with service quality and facilities in the three Hong Kong hotel market segments. Quality of Staff Performance was the most influential factor followed by Quality of Room Facilities, Value for Money, Variety and Efficient Services, Business Related Services, and Safety and Security respectively. It was found that travelers had the lowest satisfaction level towards the Medium-Tariff hotel segment. By identifying the most influential hotel dimension in influencing travelers' satisfaction levels, hoteliers will be in an advantageous position to formulate tactics to meet the changing needs and expectations of travelers. Implementing human resources training that emphasizes the fact that service quality is part of each employee's job should have a significant impact on guest re-purchase intention. The importance of value segmentation cannot be overlooked by hoteliers. Travelers will continue to expect hotels to provide more value-for-money services and facilities and they are expected to shift their purchasing decision to an economic value basis.     

The Role of Service Quality,Perceived Value,and Relationship Quality in Enhancing Customer Loyalty in the Travel Agency Sector

Relationship quality is crucial to enhancing a tourist’s loyalty. Little empirical research has been conducted to link service quality, perceived value, and relationship quality to customer loyalty in the travel agency sector. This study attempts to investigate the role of service quality, perceived value, and relationship quality on customer loyalty among tourists. Relationship quality consists of three components: customer satisfaction, customer trust, and customer commitment. Structural equation modeling is used to test the linkages between the six variables that have been identified. Findings reveal that service quality and perceived value of a travel package are antecedent factors to the relationship quality with a travel agency; three components of relationship quality significantly influence a customer’s loyalty to a travel agency.     

The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea

This study examines the causal relationship between tourist expectations, tourist motivations, tour quality, tourist satisfaction, tourist complaints and tourist loyalty of Chinese tourists in the Republic of Korea using path analysis. It was found that tourist expectations have a negative effect on the perceived experiential quality of the tour, yet tourist motivation has a positive effect on the perceived tour quality. In turn, the perceived tour quality has a positive effect on tourist satisfaction. Similarly there is an inverse relationship between satisfaction and tourist complaints, and a positive relationship exists between satisfaction and loyalty. Equally, the higher is the number of complaints, the lower are the loyalty levels. These results will provide potential guidelines for inbound tour agents who plan to attract Chinese tourists to Korea and enable them to formulate appropriate strategies. This study also seeks to contribute to conceptual and policy formation by understanding the determinants of tourist satisfaction and loyalty.     

Effect of Event Service Quality and Satisfaction on Happiness Among Runners of a Recurring Sport Event

The consumption of sport events through direct participation can influence participants’ perception of happiness with that experiential purchase given the time and resources invested in that experience. The purpose of the study was to examine how sport event service quality aspects operationalized through the physical environment, interaction, and outcome factors influence overall satisfaction with the event and experiential happiness. Data were collected from 300 runners who participated in 5k and 10k races. Structural equation modeling analysis revealed the positive effect of outcome and physical environment factors on satisfaction with the event and the positive influence of event satisfaction and outcome quality on experiential happiness. The overall expectations on the quality of the event experience can be a focus for event managers aiming to achieve social marketing goals related to positive psychology from the event participation.