基于顾客价值的度假酒店服务体验质量评价模型和实证研究  

An Empirical Study of Service Experience Quality Model in Resort Hotels Based on Customer Value

作　　者：田芙蓉[1] 杨韫[1] 

机构地区：[1]昆明学院旅游学院,云南昆明650214

出　　处：《生态经济》2015年第2期139-144,共6页Ecological Economy

摘　　要：面对激烈的市场竞争和日趋个性化的顾客需求,更好地让顾客实现自我的体验价值已成为了优质度假酒店服务的关键核心。因此,正确地识别顾客在入住度假酒店体验过程中所期望的各项体验期望要素,对于度假酒店完善酒店服务绩效和提高企业市场竞争实力至关重要。基于前人对顾客价值和顾客体验理论研究,辨析了顾客体验和顾客价值之间的关系,并结合度假酒店的服务消费特点,以及霍尔布鲁克的"顾客体验价值"理论研究框架,运用定性研究和定量研究相结合的多元研究法系统,构建并验证了度假酒店服务体验质量评价体系。Resort hotels provide ample opportunities foi＂ guests to relax in picturesque surroundings. However, there emergence represents a trend, in addition to satisfying the need for products and services that cater to the physical self, the hotel also becomes a medium through which the consumer＇ s expression of dynamic and multiple selves can be sustained and communicated. In an attempt to better explore the nature of customer experience in resort hotel, this study developed and tested an evaluation model of service experience quality in resort hotel setting based on Holbrook＇ s experiential value categories. This study used a qualitative approach to identify the items of resort hotel experience, and then a main quantitative approach to test the evaluation model. The results of this study supported all of hypothesized relationships in the model. This study not only filled the gaps in customer experience researches, but also had some contributions to resort hotel management.

关 键 词：度假酒店 顾客体验价值 多元研究法 

分 类 号：F719[经济管理—产业经济]