基于no-show和取消预订的酒店顾客预订行为研究——以深圳大梅沙京基喜来登度假酒店为例  

No-show and cancellation behavior characteristics of hotel customers——A case study of Sheraton Dameisha Resort,Shenzhen

作　　者：熊伟[1] 蓝文婷[1] 

机构地区：[1]华南师范大学旅游管理系

出　　处：《旅游研究》2012年第3期51-59,共9页Tourism Research

基　　金：广东省哲学社会科学规划项目(09GO-09);广东省自然科学基金自由申请项目(10151052101000008);广东省软科学研究计划项目(2010B070300077)

摘　　要：酒店顾客的no-show和取消预订行为直接影响酒店的收益管理,但与此相关的研究成果较少。通过对深圳大梅沙京基喜来登度假酒店长达半年的no-show和取消预订数据为样本进行定量分析,结果显示:整体上no-show和取消预订的顾客以男性商务顾客居多;顾客大多为临时的行程取消或更改而取消预订,且性价比和顾客对酒店的信任度对此有一定影响;散客尤其是商务顾客有着较为明显的规律,性别差异也极为明显。酒店应对顾客的no-show和取消预订行为予以重视。In hotel revenue management, reservation behavior remains one of main research contents, but these kinds of related researches are few. This article selects no - shows and cancellations in Sheraton Dameisha Resort, Shenzhen from July 2010 to December 2010 as a sample to make a quantitative analysis, the findings are that generally speaking, in terms of the customers of no - shows and cancellations, male business customers account for a large proportion; most of no - shows and canceUations caneel the booking temporarily, besides, the best deal and credibihty for hotel have influence on cancellation behavior to a certain extent; season has an obvious impact on the reservation behavior of FIT, and female＇s no - show and cancellation behavior is relatively rational, but compared to female, male＇s no - show and cancellation behavior is more random, less focusing on the best deal. In addition, special attention should be paid to the reservation behavior of no - shows and cancellation.

关 键 词：no—show 取消预订 酒店顾客 行为 特征 

分 类 号：F719[经济管理—产业经济] F224