三类餐馆顾客体验实证研究

不同定位的餐馆带给顾客不同的体验,了解这种感知上的差异对于提高餐饮业的管理水平具有重要意义.论文调研了豪华餐馆、大众餐馆和快餐店中的顾客体验,研究证实在不同种类的餐馆,菜肴质量、服务环境和员工服务对顾客的情感体验和社会体验具有不同的影响,并且顾客在三类餐馆的就餐目的也有很大差异.     

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。     

社会化视角下接待业服务机器人对顾客体验的影响研究

随着人工智能和自动化技术日渐普及,服务机器人被越来越多地引入旅游接待业,但其应用尚处于探索阶段。在已有文献和理论基础上,本文依据互联网、社交媒体中接待业顾客对服务机器人的评价信息,以及对接待业顾客和员工进行深度访谈的数据,分析顾客对机器人服务的感知及体验。研究发现:(1)对机器人服务的感知涉及工具、社会化两个属性,社会化属性对顾客的愉悦体验产生重要影响;(2)服务机器人通过提升服务和营造愉悦氛围两条路径改善顾客体验。在此基础上,本文构建了服务机器人影响顾客体验的概念模型。本文从社会化视角探讨服务机器人的顾客体验感知,对服务机器人设计、服务场景管理和体验设计具有启示意义。     

酒店员工-顾客间互动对员工工作效率和顾客满意度的影响研究

员工-顾客间互动是酒店服务互动的重要形式之一,更是顾客感知服务质量、服务价值以及满意度的基础.文章从员工角度出发,构建了员工-顾客间互动频率、互动质量与员工工作效率、顾客满意度等变量之间的关系模型.以酒店员工为调查对象,以问卷调查为主要调研方式,利用结构方程模型进行实证检验.研究发现,员工-顾客间的互动频率和互动质量对员工工作效率有显著正向影响,工作效率在互动频率和顾客满意度之间具有完全中介效应,在互动质量和顾客满意度之间具有部分中介效应.     

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.     

旅游购物体验要素对顾客价值及其满意和购买意向的影响

旅游者进行高质量的旅游体验并实现其体验价值是其旅游的重要目的.旅游购物是旅游过程的一个重要环节,也是旅游体验的组成部分.本文剖析了旅游者购物过程中的顾客价值的两个构成维度--旅游体验价值和商品感知价值,研究发现旅游者购物体验的4个要素对顾客价值有重要的影响作用,顾客价值对旅游者购物满意和购买意向具有很强的影响力.     

浅议现代酒店管理顾客观念的更新

对于服务业来说，顾客始终是服务过程的参与方。“服务过程同时也是消费过程”这一特性决定了服务过程就是顾客与服务企业互相影响、互相评价的过程。因此，对顾客参与的有效管理能提高顾客的满意度。目前，国外一些酒店正在研究和拓展一种称之为“顾客参与”的策略。使酒店的经营目标与顾客目标趋于均衡，达到双赢。事实上，恰当地设计参与服务过程，将会加强顾客体验的乐趣。“顾客参与”是一个动态变化的过程，酒店要不断与顾客沟通，了解他们要做什么，希望做什么，什么可以由他们自己做。不同的顾客甚至同一位顾客在不同阶段的需求是不同的。因此，酒店的产品、设施和服务提供系统必须适应环境这种不断变化的期望。     

服务接触中游客间互动行为研究——基于关键事件技术的方法

顾客间互动现象广泛存在于服务接触当中,但顾客间互动的研究十分有限。文章使用关键事件技术的方法对我国游客在服务接触中的互动行为进行了分类,将游客间互动行为分为5大类：基本礼仪、旅游规范、语言沟通、帮助行为和其他,又细分为20个二级子类。研究发现,不同类别的事件会给游客的服务体验带来完全不同的感受;负面互动令游客印象更深;不同的游客群体对互动行为满意的评价不存在显著差异。     

二元情感视角下共享住宿顾客情感体验的成因机理

明晰顾客消极情感体验有助于守住共享住宿经营底线，了解积极情感体验则能够掌握其差异化竞争关键，但当前研究仍难以洞悉顾客二元情感体验的成因过程及异质性。因此，文章基于共享住宿在线评论大数据，使用深度学习技术和扎根理论方法探究顾客二元情感体验的成因机理。结果表明，积极与消极情感体验形成过程中存在共性与异质性成因。（1）共性成因：住宿环境、主客互动、基础服务和预订信息是激发顾客二元情感体验的外界刺激，而价格价值则是重要过渡因素。（2）异质性刺激：增值服务和客客互动是顾客积极情感体验形成的关键刺激因素，而经营规范和平台运营等问题则会激发消极情感体验。（3）异质性中介：享乐价值和心理依恋是积极情感体验产生的关键过渡因素，而性能价值和心理距离则是消极情感体验形成的中介因素。该研究从二元情感视角揭示了共享住宿不同情感体验的形成机理，也为管理者夯实共享住宿经营底线并发挥差异化竞争优势提供参考。     

度假酒店顾客体验的探索研究及实证启示

在顾客体验以及消费者行为学相关文献研究分析的基础上,本研究结合度假酒店的特点,通过运用结构方程模型研究理论和方法,构建了度假酒店顾客体验的理论模型,从而进一步探讨度假酒店顾客体验的本质表现、驱动因素及其造成影响的后果。研究结果表明,顾客体验理论模型中各变量之间的关系与假定完全符合。此次对度假酒店顾客的体验研究不仅填补了顾客体验理论实证研究的空白,而且还提出了全新的度假酒店体验管理理念。     

旅游体验研究的行为分析范式

旅游体验是千差万别的私人产品,这缘于旅游体验主体的有限理性以及构成有限理性的非标准信念、偏好和行为。本文以行为分析范式重新框架旅游体验研究内容,探讨了非标准信念、偏好和行为视角下旅游体验动机、旅游体验中的情感放飞与精神救赎、旅游体验的质量等内容,其中,非标准信念中的信息瀑布与旅游体验动机研究、非标准偏好中的心理账户与视线走廊布局、非标准偏好中的偏好逆转与高峰体验设计是本文关注的重点。此外,行为分析范式中的实验方法对信念、偏好的测度,拓展了舒尔茨非"客观事物"不能定量研究的判断,行为分析范式下,旅游体验研究将"性"、"量"并重。     

Examining Relationships among Expo Experiences,Service Quality,Satisfaction, and the Effect of the Expo: The Case of the Expo 2012 Yeosu Korea

The enduring legacy of a mega-event can be the unique opportunities it provides for visitors. Thus, focusing on the visitors’ experiences should be a priority for the tourism industry. Festivals and mega-events are typical experiential products that provide high-quality experiences in the field of tourism. This study examines Pine and Gilmore's concept of the experience economy in the context of a mega-event. Specifically, the relationships among Expo experience, quality, satisfaction, and the effect of the Expo 2012 Yeosu Korea are examined. This study empirically tests whether the Expo experience and Expo quality influence visitor satisfaction. It also investigates whether visitor satisfaction influences the effect of the Expo. A self-administered survey was conducted for visitors (N?=?377) of the Expo. The results of testing Pine and Gilmore's concept of the experience economy reveal that among four dimensions, esthetic experience followed by entertainment experience were the most important experiences influencing visitor satisfaction. The results also show that the effect of the Yeosu Expo was determined by Expo satisfaction. However, the findings indicate that educational and escape experiences were not closely related to satisfaction for Expo visitors.     

Ecotourists' Perception of Ecotourism Experience in Lower Kinabatangan,Sabah, Malaysia

This paper presents the empirical findings of an exploratory qualitative study which looks at ecotourists' perceptions of ecotourism experiences in Sabah, Malaysia in order to identify the expressive dimensions that describe the quality of their experience. In-depth interviews were conducted with European ecotourists who stayed at two ecolodges in Sukau. Positive and negative experiences were identified from an analysis of the expressive dimensions of their service experience. The findings show that the ecotourists' experience is multidimensional. Respondents place particular emphasis on the ecotourism activities in which they physically engage at the sites and the natural environment in which they are located; their interaction with the site service staff; socialisation with other ecotourists, and the information acquired during the visit. The six expressive dimensions describing the positive experience are consistent with previous research. The study explores understanding of ecotourists' experience in the ecotourism environment – an under-researched area. The paper points out that the evaluation of quality of experience appears to involve both attributes – functional elements that are provided by the service suppliers and affective/emotional elements that are brought about by the ecotourists themselves.     

The embodied tourist experiences of people with vision impairment: Management implications beyond the visual gaze

This paper reports the findings of a qualitative study that investigated the embodied tourist experiences of 40 people who are vision impaired. The study, informed by the concept of “embodied ontology”, explored the corporeal and socially constructed experience of tourism. The findings highlighted the benefit of holidays for the participants and de-centred the “visual gaze” in the tourist experience. The quality of the tourist experience related to participants’ feelings of inclusion or exclusion in terms of their access to information, experience of wayfinding, travelling with a guide dog, and the knowledge and attitudes of others. It was evident that participants needed to manage their tourist experiences closely and constantly. The paper concludes that the tourism industry and community must understand the multi-sensory nature of the tourist experience if quality accessible experiences are to be available for tourists with vision impairment. Provision of multi-sensory experiences also enhances the experiences of sighted tourists.     

Examining relationships among perceived benefit,tourist experience and satisfaction: the context of intelligent sharing bicycle

Intelligent sharing bicycle has been a new fashion in China and appeals to more and more tourists. To better understand the experience of tourists traveling on sharing bicycle, this study explored the influence of perceived benefit of sharing bicycle on different perceived experiences, including escape, entertainment, esthetic and educational experiences. The relationships between these experiences and perceived satisfaction were also tested. An effective questionnaire survey was conducted for 296 tourists in Chengdu, China. The results of the study show that perceived benefit significantly relates to all the four dimensions of experience. However, only entertainment and esthetic experience seem to affect tourist satisfaction in this context. The relationship among educational experience, escape experience and tourist satisfaction are insignificant. Theoretical and practical implications of the study results are discussed for further research.     

Determining the Factors Affecting the Memorable Nature of Travel Experiences

This study investigates the effects of travel experiences on the autobiographical memory. A structural equation modeling analysis reveals that the experiential factors of involvement, hedonic activity, and local culture positively affected the autobiographical memory of recollection and vividness of past experiences. Specifically, the experiential factors of involvement and refreshing experiences are found to increase an individual's ability to recollect past travel experiences and retrieve the experiences vividly. Alternatively, the experience of local culture enhances the recollection of past travel experiences, albeit not as vividly. The findings of the present study suggest that marketing efforts used at the anticipation stage of travel experiences are necessary to provide memorable travel experiences. The theoretical and managerial implications of the results obtained are discussed in detail.     

Consumption of Movie Experience: Cognitive and Affective Approaches

This study examines the structural relationships among film quality, value, and satisfaction on the perspective of moviegoers. The experience economy concept is employed as the theoretical framework, where moviegoers’ cognitive and affective evaluations are projected in fulfilling their perceived value. Moviegoers’ perceived movie attributes and experiences are assessed to evaluate the moviegoers’ satisfactions through functional and emotional values. In particular, this article investigates how four dimensions of experience mediate the effect of movie attributes on perceived value and satisfaction. A total of 565 samples were analyzed with structural equation modeling to investigate the relationship of ‘quality—value—satisfaction.’ The findings show that two movie attributes (core and peripheral) affect three dimensions of experience (entertainment, educational, and escapist), which in turn influence functional and emotional values, and moviegoers’ satisfaction. The results also confirm that emotional value is a more powerful predictor of moviegoers’ satisfaction than functional value.     

An epistemological view of consumer experiences

This paper discusses the theoretical underpinnings of consumer experience by examining the definitions of experience and the contextual nature of consumer experiences. It offers a framework to better understand this construct in a hospitality and tourism context. The proposed framework demonstrates the multidimensional facets of the consumer experience. An extensive review of the literature identified three stream of empirical research. The paper suggests that the perception of consumer experience has numerous foundational origins that have complicated its growth as a viable and valued concept. This study proposes a number of emerging themes that give credence and direction to the concept of consumer experiences.     

Experiencing culture in attractions,events and tour settings

This paper develops a measurement scale for cultural experiences across different contexts, including attractions, events and tours, in Hong Kong. Four dimensions of experience (cognitive, conative, affective and novelty) are identified through structural equation modelling. The scale is applied to compare visitor- and context-related influences on the experience and on subsequent behavioural intentions. We find that the conative dimension of experience elicits the highest experience scores from visitors, but affective experiences are more significant in distinguishing between different experience contexts and visitor groups. The strongest experiences were attributed to event contexts, followed by tours, and finally permanent attractions. The experience is also enhanced when various sites are combined by visitors to provide a ‘destination journey’.