基于细节服务的酒店形象影响因素研究

细节服务作为酒店管理多元化发展的一个分支,对挖掘、整合和利用酒店资源,发现、赢得和稳定客户,识别、利用和树立良好的酒店形象有着不可忽视的作用.本文首先从细节服务的视角出发,剖析了细节服务的关键因子及其对酒店形象的影响.在此基础上构建了基于细节服务的酒店形象影响因素模型,并提出了相应假设;然后运用统计方法对其进行了验证,实证结果基本符合本文的研究构思和假设;最后,本文就如何依托细节服务提升酒店形象提出了相应对策.     

我国旅行社行业发展的几个理论问题——对我国旅行社行业制度变迁的考察

简要地回顾和评述了二十多年来我国旅行社行业的发展历程,对一些长期困扰旅行社行业发展的诸如旅游业发展与制度化环境、政府主导与市场主导、“政策失灵”问题,行业垄断还是行业竞争等理论问题提出了独立的见解,并就我国旅行社业的发展趋势与路径选择提出了建设性的意见。     

The moderating role of nationality on destination experience

ABSTRACT

Differences in tourists’ cultural values are significant factors in their product and service choices, yet they have generally been neglected in the literature. Therefore, this study examined how tourists’ nationalities influence their perceptions of service quality, affective image perceptions, and revisiting intentions. Activities were found to be more determinant on a destination’s affective image for Russian tourists, whereas accommodation, hospitality, and language communication services had a larger effect on German tourists.     

Key impact factors of visitors’ environmentally responsible behaviour: personality traits or interpretive services? A case study of Beijing’s Yuyuantan Urban Park,China

The environmentally responsible behaviour (ERB) facilitates the sustainability of tourism destinations. This study aims to identify the key impact factors to promote visitors’ ERB in urban park and examine the impact mechanism. A total of 567 visitors were surveyed in Beijing’s Yuyuantan Urban Park. Structural equation modelling results indicate that personality traits are the most important factors that affect visitors’ ERB, while the effect of how satisfaction with interpretive services plays upon visitors’ ERB using place attachment as a mediator. Openness traits positively affect satisfaction with experiential services and general behaviour. Additionally, implications in urban park management are provided.     

The effect of travel purpose and self-image congruency on preference toward airline livery design and perceived service quality

This paper examines travelers’ preference for airline livery design, which is an important component of sensory experience for tourists. Based on surveys of both U.S. and South Korean respondents, this study finds that airline livery preference depends on travel purpose (i.e. business vs. vacation). Designs preferred by the two travel segments differ in terms of color tone, hue, line, and shape. Business traveler-preferred designs signal punctual, efficient, classy, and safe service; while vacation traveler-preferred designs elicit feelings of fun, friendly, and exotic service. It is also shown that travelers prefer airline livery that is congruent with their situational self-image, depending on the travel occasion at hand. In fact, self-image congruency of design is approximately half of the variance in airline livery preference. Finally, results show that self-image congruency also increases perceived service quality.     

Quality of service and segmentation in the MICE industry: An approximation based on fuzzy logic

This article aims to evaluate the service quality experienced at academic conferences held at the Universidad Técnica Particular de Loja in Ecuador. Our approach is based on fuzzy logic and ideal solutions to calculate a global attendee satisfaction index for specific market segments: Gender, nationality, and age. Current literature on the service quality experienced by conference attendees is still scarce. Our results show that the analyzed segments experience varying levels of satisfaction, and that the more influential attributes to each of them are also different. Our results can be applied to improve the competitiveness of Loja and that of Universidad Técnica Particular de Loja.     

互联网对旅游目的地分销渠道影响——黄山案例研究

互联网的发展与应用对旅游目的地分销渠道产生了显著影响,传统旅行社的分销渠道功能发生变化,一些新的分销渠道如黄山的自助游服务酒店开始出现。关于互联网是否导致旅游分销渠道的"去中介化"和"再中介化"的争论成为学术界讨论的热点。文章以黄山为案例,以历时态的视角动态分析了互联网对黄山旅游目的地分销渠道的影响。研究发现,互联网使旅游目的地分销渠道更加多元化、网络化,目的地旅游分销关系、功能与结构等方面也发生了相应的变化,旅游者的主导地位增强,旅游中介的垄断地位相对减弱,但目的地的分销渠道"去中介化"与"再中介化"并未清晰地形成。     

When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

This article develops and tests a model of emotional labor in the hotel industry using affective event theory. A multiple-wave longitudinal analysis using data from 424 hotel service employees and their immediate supervisors reveals how work contexts (supervisory support) affect work events (interactional justice), and thereby influence the affective (negative emotions), attitudinal (job satisfaction), and behavioral (emotional labor, service quality, and voluntary turnover) reactions of hotel service employees. The results show that (1) supervisory support relates positively to supervisory interactional justice; (2) supervisory interactional justice is negatively associated with negative emotions; (3) negative emotions relate positively to surface acting and negatively to deep acting; (4) surface acting leads to lower job satisfaction, whereas deep acting leads to higher job satisfaction; and (5) job satisfaction leads to higher service quality and lower turnover. The implications suggest important recommendations for hotel managers.     

Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons

The goals of this study were (1) to identify the optimal facets of communication style for customer-oriented service employees and (2) to examine the ways in which the customer-oriented service employee (COSE) induces luxury restaurant patrons’ dedicational behaviors. Customer dedicational behaviors are defined as ‘a set of active and positive customer voluntary behaviors towards a business induced by high relationship quality’. Based on the existing body of communication literature, nine types of communication styles were derived. Theoretical relationships between the nine communication styles and the COSE also were developed via literature review, and causal relationships between the COSE and three different types of consumer dedicational behavior styles were subsequently suggested. By integrating the derived theoretical hypotheses, a conceptual model was proposed and then tested utilizing data collected from 527 luxury restaurant patrons. The results of data analysis revealed that five types of communication styles (attentive, friendly, impression leaving, open, and relaxed) bear a positive impact on COSE, while one communication style (contentious) bears a negative impact. It was also found that the customer-oriented service employee plays a critical role in inducing three types of dedicational behaviors in consumers: enhancement, cooperation, and advocacy. The key theoretical and managerial implications of these findings are discussed in the latter part of this article.     

生产者服务业与制造业的互动发展与行业差异——基于长三角地区的实证研究

本文以长三角两省一市1985-2010年生产者服务业和制造业增加值为依据,对二者的互动关系进行了实证分析,结果表明不仅生产者服务业整体上对制造业具有支撑作用,而且生产者服务业内部各个行业也与制造业相互影响,但由于发展水平和行业特性不同,影响程度又有差异。并据此提出了促进长三角地区生产者服务业与制造业互动发展的对策建议。