| 饭店顾客满意度综合评价理论体系及实证研究 |
| |
| 引用本文： | 陈伟,朱峰,魏敏. 饭店顾客满意度综合评价理论体系及实证研究[J]. 桂林旅游高等专科学校学报, 2003, 14(5): 45-50 |
| |
| 作者姓名： | 陈伟 朱峰 魏敏 |
| |
| 作者单位： | 山东大学威海分校,商学系,山东,威海,264209 |
| |
| 基金项目： | 山东大学威海分校教学研究科研项目的资助 |
| |
| 摘 要： | 使顾客满意、忠诚是饭店企业追求的最终目标，顾客满意是一种心理状况，具有主观性，难以对其量化评价．在Fornell模型基础上提出了一套饭店顾客满意度综合评价理论体系．通过对饭店顾客群体和满意度体系的分析，并结合实例对其在饭店顾客满意度评价中的运用进行了探讨，对实业界具有一定的实用价值．
|
| 关 键 词： | 饭店 顾客满意度 综合评价体系 量化评价 Fornell模型 |
| 文章编号： | 1008-6080(2003)05-0045-06 |
| 修稿时间： | 2003-09-06 |
Theoretical Framework and Case Study of the Customer Satisfaction Evaluation of Hotel |
| |
| CHEN Wei,ZHU Feng,WEI Min. Theoretical Framework and Case Study of the Customer Satisfaction Evaluation of Hotel[J]. Journal of Guilin Institute of Tourism, 2003, 14(5): 45-50 |
| |
| Authors: | CHEN Wei ZHU Feng WEI Min |
| |
| Abstract: | It is the ultimate goal of the hotel to make the customer satisfactory and loyal. But it is difficult to evaluate the degree of the customer satisfaction quantitatively since it is a psychological state. On the basis of the model of Fornell, the paper presents a theoretical framework to evaluate customer satisfaction degree. And it explores its utility in case study by analzing the group of hotel customer and the customer satisfaction system. |
| |
| Keywords: | the degree of hotel customer satisfaction the system of evaluation model |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
