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.     

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。     

情感体验对旅游产品顾客价格感知影响的研究

充裕的物质生活、便利的交通促使景区旅游也产生了重复购买行为。为了提高消费者对旅游产品的重复购买,增强其情感依赖是必要的。通过构建情感体验对旅游产品顾客价格感知影响的模型,提出了如何提高景区的情感体验,增加顾客的价格感知度。     

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。     

北京市主城区餐馆空间分布格局研究

文章通过数据挖掘技术从互联网获取到北京市主城区的餐馆数据及其属性信息,运用GIS空间分析方法,从空间分布、人均消费等级和网络口碑等级3个方面对北京市主城区餐馆的空间分布格局进行了详细地描述和分析.研究发现,餐馆整体上呈现“一主两副多中心”,从城市中心向外围递减的分布格局,不同人均消费等级和网络口碑等级的餐馆呈现“中间多两头少”的纺锤形分布特征.同时,构建了17个指标,从人口分布因素、区域经济水平、交通便捷度、公共服务设施便捷度、旅游资源、互联网用户情感这6个方面对餐馆空间分布格局的影响因素进行了梳理.文章从互联网获取相关数据及居民情感信息,并将其应用到了城市规划实例中,为商业地理和城市地理的研究提供了有益借鉴.同时,文章对餐馆空间分布格局和影响因素的研究,也对城市规划、旅游行业、餐馆经营和互联网电子商务行业的发展起到积极作用.     

体验经济时代的葡萄酒体验旅游研究

<正>体验经济时代下,旅游模式发生了巨大变化,体验旅游产品开发成为新的趋势,尤其是葡萄酒体验旅游模式给体验经济时代下的体验旅游产品开发带来了新的发展方向。基于此,文章首先分析了体验经济与体验旅游的关系,接着阐述了葡萄酒体验旅游的特点,最后提出了体验经济时代下葡萄酒体验旅游的发展措施,旨在为葡萄酒体验旅游的良好发展提供助力。     

至味在人间：城市烟火气游客体验的探索性研究

烟火气是具有中国文化意蕴的词汇,与中国人的生活息息相关,城市烟火气为城市休闲、游客体验注入了新颖活力,然而,目前烟火气尚未受到学术界的关注,这也成为旅游体验理论可进一步深化研究的关键方向。文章透过烟火气这一滤镜去审视城市游客体验,建构了传统文化意蕴下的烟火气作为城市目的地文化符号的意象和学术内涵,运用深度访谈法获悉游客体验烟火气的过程,基于“认知-情感-行为”体验的框架,构建了城市烟火气游客体验的理论模型,实现了城市旅游体验研究的创新;揭示了烟火气游客体验的过程,丰富了基于游客情感体验的基础性理论;通过发现烟火气感知下的游客“家乡”情结在目的地地方认同形成机理中的关键作用,为城市游客地方感研究的深化作出了理论贡献。此外,该研究也提出了打造烟火气体验消费、创设复合空间等有益的实践启示,以及跨文化情境下烟火气感知差异、美食和民俗活动的关键作用等未来的研究展望。     

基于UGC文本数据的阳朔民宿顾客体验感知研究

<正>在广西桂林打造世界级旅游城市和阳朔建设国家级全域旅游示范区的背景下,民宿成为阳朔旅游的重要载体。文章以阳朔民宿顾客的网络评论作为研究基础数据,采用八爪鱼采集器采集携程网和Airbnb的在线评论,对7021条阳朔民宿在线评论内容进行预处理并作为研究数据的来源,借鉴民宿旅游体验感知价值研究的相关文献,运用扎根理论进行三级编码,提炼出5个主范畴和28个初始范畴,构建阳朔民宿顾客体验感知模型,并提出加强政策引导、优化基础设施、强化主客互动、提升从业人员水平等策略。     

The Antecedents and Consequences of Travelers' Need for Uniqueness: An Empirical Study of Restaurant Experiences

Dining out at a restaurant is one of the most important parts of travelers' tourism experience. The purpose of this research was to examine the antecedents and consequences of travelers' need for uniqueness (CNFU) in their restaurant experiences. Based on a literature review, three theoretical antecedents (perceived firm innovativeness (PFI), perceived firm uniqueness, and brand prestige) and three theoretical consequences (utilitarian value, hedonic value, and behavioral intentions) were proposed. During this process, it was theorized that consumers' uniqueness-seeking behaviors can be strengthened and/or weakened by three psychological moderators: attention to social comparison information (ATSCI), face consciousness, and materialism. By integrating the theoretical arguments, a structural model was proposed. The proposed model was tested using data collected from 379 travelers who had dined out at a luxury restaurant in the past three months. According to the data analysis results, PFI, perceived firm uniqueness, and brand prestige were all confirmed to be important factors in enhancing CNFU. Furthermore, it was determined that CNFU bears a positive impact on behavioral intentions, an impact that is mediated by perceived value. Lastly, the moderating roles of ATSCI and materialism were found to be significant. In the latter part of this research, managerial implications derived from the data analysis results are discussed.     

Online Customer Experience and Its Relationship to Repurchase Intention: An Empirical Case of Online Travel Agencies in China

The study reported here examines the relationship between flow experience and repurchase intention by focusing on the joint mediating effects of loyalty. Data were taken from a survey of shopping experiences, at online travel websites, of 325 customers in China. The results show that flow experience has a significant effect on repurchase attention. Moreover, interactive speed, skill, challenge, perceived control, telepresence, perceived usefulness, and perceived ease of use are positively related to flow experience. Lastly, the findings show that loyalty, to some extent, acts as a mediator between flow experience and repurchase attention.     

Sexual Harassment in the Hospitality Industry: Perceptions of Restaurant Employees

Abstract

With the cost of litigation and the dollar amount of settlements both increasing substantially, it is with a pro-active view to look at the perspective of sexual harassment by restaurant employees. The purpose of this study is to measure female restaurant employees' and male restaurant employees' perceptions and attitudes on sexual harassment in the restaurant industry. By analyzing the responses of the female restaurant employees and male restaurant employees, a better understanding of the similarities and differences among these two distinct employee segments could be obtained. This research paper will try to provide some useful information when it comes to sexual harassment in the restaurant industry and what policies should be implemented.     

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.     

Examining the effects of robotic service on brand experience: the moderating role of hotel segment

This research investigates the effects of robotic service on guest evaluations of hotel brand experience, and examines the moderating effects of hotel segment via a 2 (service delivery video: human or robot) x 3 (hotel segment: budget, midscale, or luxury) between-subjects experimental design. The findings suggest higher levels of sensory and intellectual experience from robotic service but lower levels of affective experience. For behavioral experience, robotic service influenced a higher rating for midscale and budget hotels, but not for a luxury hotel. Overall, robotic service may not necessarily enhance brand experience as influenced by the moderating role of hotel segment.     

Visitors' Perceptions of Holiday Experiences and Service Providers: An Exploratory Study

Abstract

The paper presents and discusses the results of an exploratory, empirical study, which intended to explore links between holiday experiences and the assessment of the tourism offering. Focusing on evaluation as perceived by customers, the author argues for the acknowledgement of their notion of the ‘holiday product.’ Consequently, the central theme of the study is the holiday visitor's narrated experience. It was found that prevalent assessment frameworks were inconsistent with the way visitors described their own holiday evaluation. Instead of a component-based judgement process, visitors seem to evaluate holidays against vague holiday ideals. Based on this finding, an alternative role and assessment model of service providers is proposed.     

Exploring the Use of Activity Based Costing in the Restaurant Industry

Abstract

Traditional cost accounting systems have been replaced in recent years in the manufacturing sector by Activity Based Costing (ABC) systems. In spite of this trend in manufacturing, ABC systems have made few inroads in the services and hospitality sector, particularly in the restaurant industry. In this study, restaurant controllers in the United States were surveyed to identify their knowledge about, and use of, ABC systems. The results show that the use of ABC in the restaurant industry is almost non-existent for a variety of reasons. However, restaurants may be an ideal setting for the application of ABC tools due to the inherent characteristics of the industry.     

人的二重性与和谐社会的生态学思考

和谐社会是一个生态平衡的动态过程。和谐充满着辩证法,和谐体现着协调与统筹的中庸思想。它包括自然生态的平衡以及社会生态的平衡。同时,和谐社会无处不体现人与自然、人与社会协调和谐发展,从而也体现出人的自然属性和社会属性与自然的统一。     

The Impact of Supplier Development on Financial Performance in the Restaurant Industry

ABSTRACT

Many firms have come to recognize the crucial role that cooperative relationships with suppliers play in determining high financial performance. Of main concern in many firms are supplier development activities and behaviors (SDABs) of buying firms, which are an attempt to meet current and future business needs such as high financial performance by improving supplier performance. The purpose of this study is to evaluate how buying firms' SDABs affect supplier performance (in delivery as well as product and service quality) and its impact on financial performance of the buying firms. The authors critically revisit extant knowledge on the subject, develop a conceptual framework integrating buyer and supplier relationship marketing/management practices, and test the framework in the independent restaurant industry context. Using structural equation modeling and data collected from 236 restaurant owners and/or presidents in the United States, the results of this research support the usefulness of the framework, showing that buying firms' SDABs directly affect supplier performance, which leads to high financial performance of the buying firms.