基于顾客价值的经济型酒店顾客满意度测评研究

培育和维护满意的顾客是经济型酒店获得和保持竞争优势的重要条件,而顾客对酒店产品感知利得和利失的比较对顾客满意度的形成具有重要的影响。该研究以现有的顾客满意度理论为基础,结合经济型酒店的顾客需求和产品服务特征,从顾客价值获得的角度构建经济型酒店的顾客满意度测评模型,建立了顾客满意度测评指标体系,并进行了实证分析。研究表明,经济型酒店的卫生状况、支持系统、交通便利程度以及价格等方面的顾客满意度较低。最后,根据实证分析结果提出了经济型酒店提高顾客满意度的建议和对策。     

有满意的员工就会有满意的顾客吗？——员工敬业度的影响

文章探讨员工敬业度对工作满意度和顾客满意度之间关系的影响。研究结果表明：员工敬业度包含3个独立的维度,即精力充沛、奉献精神和专心致志;与敬业度较低的服务人员相比较,敬业度较高的服务人员的工作满意感及其服务的顾客的满意感都比较高;对敬业度较高的服务人员而言,工作满意感与顾客满意感之间存在显著的正相关关系,而对敬业度较低的服务人员而言,工作满意度与顾客满意度之间并不存在显著的相关关系,而且他们之间的相关系数是负值,换句话说,对敬业度水平较低的服务人员来说,高的工作满意度不仅不会带来顾客满意度的上升,而且可能带来顾客满意度的下降。     

如何提高饭店业一线员工的服务补救绩效:模型与实证

文章应用巴顾兹(Bagozzi)的态度模型,采用结构方程建模方法,构建并验证了基于饭店业一线员工感知视角的服务补救绩效预测模型。实证结果表明:(1)一线员工对授权、培训、奖励以及对饭店进行顾客抱怨管理的感知正向影响其工作满意度;(2)顾客抱怨管理和授权不仅通过一线员工情感变量(工作满意和情感承诺)的中介作用间接正向影响服务补救绩效,还能够直接预测服务补救绩效;(3)一线员工的情感变量是解释员工培训和奖励正向影响其服务补救绩效的完全中介变量;(4)工作满意直接正向影响一线员工的情感承诺,而在工作满意和服务补救绩效之间的间接正向影响关系中,情感承诺变量起到了全部中介效应。文章最后总结了对服务补救理论和饭店业管理实践的贡献。     

酒店业会议顾客满意的驱动因素及机理研究

培育和维护满意的顾客是酒店获得和保持竞争优势的重要条件,但以往对顾客满意的研究局限于对既有顾客满意模型的应用和简单修正,对驱动顾客满意的因素未作深入的探讨,特别是针对细分的会议顾客群体,尚缺乏细致的研究。本文综合考虑了酒店、会议产品以及会议顾客的需求特征等因素,构建了酒店业会议顾客满意的驱动模型,并进行了实证分析。研究表明:驱动会议顾客满意的因素包括整体形象与外部环境、酒店会议设施、其他配套设施、酒店会议服务、酒店其他服务和物有所值几个方面。这些因素均对会议顾客的整体满意度产生正向影响。其中4个对顾客整体满意度具有显著影响的因素均对顾客重复购买、推荐意识产生显著的正向作用。     

旅行社顾客心理授权、顾客参与及服务质量关系研究

顾客在企业授权措施影响下产生的对服务经历的控制感被称之为顾客心理授权.文章在文献研究的基础上,提出了一个包含顾客心理授权、顾客参与、员工服务质量、顾客服务质量和顾客满意感的研究模型,并通过对旅行社顾客的调查,对模型进行了实证检验.数据分析结果表明:(1)顾客心理授权与顾客参与是两个不同的概念,且前者对后者有显著的正向影响;(2)顾客参与通过顾客服务质量间接影响员工服务质量;(3)顾客服务质量和员工服务质量都会影响顾客满意感,且与员工服务质量相比,顾客服务质量对顾客满意感的影响更大.文章研究结果可以丰富学术界对顾客授权理论的研究,同时对旅行社授予顾客权力、鼓励顾客参与,提高顾客服务质量,进而提高顾客满意度有一定的实践参考价值.     

酒店绿色实践对个体亲环境行为的影响机制研究

个体亲环境行为对酒店的可持续发展具有重要意义，但已有研究缺乏对酒店特定空间情境的关注。绿色实践是酒店构建绿色空间情境的重要途径。文章以长沙市4家金叶级绿色饭店为研究案例，基于刺激-机体-反应理论，采用质性研究与结构方程模型相结合的方法，探讨了酒店绿色实践对个体亲环境行为的影响机制。质性研究结果表明，酒店绿色实践主要包括四大维度，分别为环境设计、绿色产品、绿色宣传和绿色管理。结构方程模型结果表明：（1）无论顾客组还是员工组，环境设计、绿色产品、绿色宣传和绿色管理对个体亲环境行为具有显著正向影响；（2）地方依恋在绿色实践与亲环境行为之间具有中介效应，由于绿色产品对员工地方依恋无显著影响，导致员工组在此维度上的中介效应不显著，而其他中介效应均显著；（3）在绿色管理维度，地方依恋的中介效应存在显著的组间差异。该研究强调了酒店空间情境的作用，有利于丰富酒店内亲环境行为的研究，并对酒店的绿色运营管理具有一定的启示。     

服务企业顾客满意度与再购买倾向的模型研究——以四星级酒店为例

文章以四星级酒店为研究对象,通过对顾客满意度与再购买倾向的相关性研究,构建相关结构模型。并提出假设,运用因子分析方法验证假设,从而明确模型要素之间的关系。结果表明,顾客满意度、感知价值、转移成本对再购买倾向具有显著正面影响,购买间隔不能显著预测顾客的再购买倾向。感知价值对顾客满意度有显著预测作用,而顾客满意度又能直接影响转移成本。此项研究可以为该行业提升再购买倾向提供具体的营销参考依据。     

满意度·敬业度·认同度--关于旅游企业服务利润链的另类思考

本文对旅游企业服务利润链内在逻辑关系进行深度剖析,论述员工敬业度与顾客认同度是顾客满意度基础上的发展与提升,通过一线员工与顾客之间互动而拥有忠诚顾客,提高企业赢利能力,并对敬业度和认同度提出了具体的评判标准.     

酒店顾客满意度评价体系研究——基于tripadvisor.cn的杭州高星级酒店评论数据

随着移动互联网的飞速发展和普及,越来越多的在线平台为了更好的满足消费者需求,为消费者提供了对产品进行自由、匿名的评价模式。基于此,各大线上平台已拥有大量的产品评价信息,对此类信息数据的研究和分析能够为企业的运营和管理服务带来新的价值。文章以tripadvisor.cn第三方平台中杭州高星级酒店的点评信息为研究数据基础,采用贝叶斯网络构建各维度和对应因素之间的相互关系,确定顾客满意度影响因素,并建立相应的杭州高星级酒店顾客满意度评价体系。研究表明,基于在线评论文本构建的顾客满意度评价体系较传统的方式更为精准、科学,更有利于酒店对顾客满意度做出准确的评价。     

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.     

Crime and punishment and sports development

This paper contributes to understandings of the use of sport as a medium in crime reduction programmes directed at young people. It does this through a case study of Easttown Summit1 The names of the location, programme and participants have all been changed to maintain client confidentiality , to show how and why this programme has had an impact on participants. The case study examines the relevance of a theoretical framework for understanding the mechanism of crime reduction though value directed personal development. However, this framework was developed from studies of programmes working with relatively high‐risk participants. Brantingham and Faust (1976) categorise this type of programme as ‘tertiary’. In contrast the Summit programme was secondary, working with lower risk participants. While clients of the Summit gained some benefits consistent with those likely to reduce offending, the research found that these benefits were largely an incidental by‐product of the achievement of broader sports development objectives. This may well be the case for similar secondary programmes, which have largely been developed in leisure departments, and has profound implications for programme evaluation.     

Foreign travel and tourism prices and demand

Sunday, Alexander A., “Foreign Travel and Tourism Prices and Demand,” Annals of Tourism Research, Vol. V, No. 2, April/June 1978, pp. 268–273. Using regression analysis and panel data this study estimates the parameter effect of prices on American demand for foreign travel and tourism. Findings suggest that higher air fares generate fewer tourists but greater expenditure per tourist visit.     

Hospitality and tourism student and alumni perspectives: promotion expectations,academic and experience adjustments,and career growth

Preparing qualified graduates for the tourism and hospitality industry who will stay and achieve promotional success is paramount. The objectives of this research project were to determine promotional advancement expectations and strategies to improve promotional opportunities. Two separate questionnaires, with both open and close-ended questions, were sent to upper classmen/women in hospitality and tourism programs and alumni of the same programs. In total, 717 (409 students and 308 alumni) completed the questionnaires. Chi-square tests were run to determine differences between student and alumni responses. To assist in analysis of open-ended responses, Atlas.ti was used. There was a statistically significant difference between students and alumni responses in regards to promotional expectations; students expected it to take a significantly longer time to receive a promotion to supervisor or manager than alumni. Overall, students and alumni indicated strategies such as more real-world-focused courses with hands-on experiences.     

Tourism and decolonisation: Locating research and self

This paper critically explores decolonial theory and its relevance for tourism studies. We suggest that while postcolonial and related critical theoretical perspectives furthered understandings of the consequences of colonisation, such critical theorising has not provided an epistemological perspective of tourism which legitimises the cosmologies of, and actively empowers, traditionally marginalised groupings. We review published tourism research which adopts critical and postcolonial perspectives, and argue that while these have been valuable in terms of exposing the existence and effects of dominant discourses and practices in tourism, their emancipatory objectives are limited because tourism knowledge is still predominantly colonial. Epistemological decolonisation is thus presented as a more radical project which can provide an ‘other’ way of thinking, being and knowing about tourism.     

Total Quality Management and Tourism and Hospitality Education

ABSTRACT

This paper examines the application of quality management concepts in relation to the provision of tourism and hospitality education, with a specific focus on Thailand. The key quality concepts, namely quality control, quality assurance, quality audit and “Total Quality Management” (TQM) are identified, and the applications of these concepts in the provision of tourism and hospitality education are discussed. The paper explores three main themes. The first is to examine how quality issues have been applied to tourism and hospitality education. Second, the paper outlines the concepts of quality management, which represent the key element of a TQM strategy to implement conformance to standards and quality improvement. The third theme discusses the specific case of Thailand, drawing on research in its early stages which examines quality management in tourism and hospitality education in Thailand. An outline of the nature of tourism and hospitality education in Thailand is provided, followed by a synopsis of the significant challenges facing Thai tourism and hospitality education. A procedure for examining quality in tourism and hospitality education in Thailand is proposed.     

Supplier selection and partnerships: Effects upon restaurant operational and strategic benefits and performance

This study focused on identifying strategic criteria involved in selecting suppliers of restaurant products/services specific to casual dining, full service independent restaurants to obtain operational and strategic benefits for those managers operating in this highly competitive marketplace. A total of 765 responses were obtained from managers at independently owned restaurants throughout the U.S. Results revealed that ‘product’ and ‘financial/technical’ criteria had significant and positive effects upon operational benefits, while ‘product’ and ‘service’ had positive effects upon strategic benefits. When the sample was segmented into low and high supplier partnership groups, the positive effects of ‘financial/technical’ and ‘cost/price’ were significantly greater for the ‘high’ partnership group pertaining to operational benefits. ‘Product’ and ‘service’ and their effects upon strategic benefits were greatest for the high partnership group. Based on our findings, implications, limitations, and recommendations for future studies have been provided.     

河湖岸线分类体系及保护与利用对策研究

本文总结了分别考虑自然和社会功能的河湖岸线分类方法,分析了全国重点河湖岸线的开发利用现状及未来需求.基于河湖岸线的自然特征和社会功能双重属性,从可行性、可操作性和便于管理的角度提出适合于我国基本国情的河湖岸线分类标准,开出河湖岸线保护与利用的有效"药方".研究可为生态优先、绿色发展理念下的河湖岸线保护和高效利用及水域岸...     

Mega-events and their legacy: Image and tourism in Genoa,Turin and Milan

Hosting, or organising, a mega-event is a form of destination branding; it is a way to generate the leveraging process of the event itself and promote the image of a location. Besides, these events allow a destination to attract the attention of the public and the media, enhancing its awareness nationally and internationally. Mega-events promote greater flows of tourists and visitors, especially in the short term. Nevertheless they produce long-lasting effects, such as the attraction and stimulation of investments, urban regeneration, advanced facilities and equipment, in addition to the improvement of accommodation, services and infrastructures. Thanks to those investments and to the growth in tourist arrivals, the mega-events could have a positive impact on the local economy, also over years, but some of their most important outcomes deal with the so-called intangible legacy, or rather social, cultural and political effects, more difficult to identify and measure. They can modify local identity and image, supporting the repositioning of the hosting place at an international level. The above considerations are discussed in this study; most attention is paid to three Italian cities, involved in top events: Genoa, appointed as European Capital of Culture in 2004; Turin, that hosted the XX Olympic Winter Games in 2006; Milan, that is now organising the Universal Expo 2015.