武汉地区高星级本土酒店服务质量研究:基于OTA住客点评的CIT分析  

On Service Quality of High-ranked Local Hotels in Wuhan:Based on CIT Analysis of Guests' Online Comments of Online Travel Agency

作　　者：宗圆圆[1] ZONG Yuan-yuan(Wuhan Business University, Wuhan, Hubei,430056, Chin)

机构地区：[1]武汉商学院,湖北武汉430056

出　　处：《武汉商学院学报》2016年第6期68-71,共4页Journal of Wuhan Business University

基　　金：武汉商学院校级科学研究项目<武汉地区中外酒店服务质量对比研究-基于OTA住客点评的内容分析>(项目编号:2015KY013)

摘　　要：OTA住客点评作为酒店服务质量监控的重要信息来源,为酒店企业本身改进服务和及时开展服务补救提供最为真实的线上口碑反馈。通过收集发布于主流OTA网站的酒店点评,建立阶段性文本数据库,进而对其关键事件的文本进行编码分析,对服务质量的归因、发生时点、影响程度、责任指向、补救措施和补救效果这六大类别和次类别进行提取和频数统计,以构建武汉地区高星级本土酒店服务质量编码类别体系,并加以点评文本示例解读,为具体酒店企业服务质量在线监控和地区酒店行业整体质量评估提供技术参考。Hotel guests＇ comments of online travel agencies（abbreviated as OTA）, as an important information source of monitoring service quality, offer most authentic online feedbacks for service improvement and remedy. The study first collected the guests online comments posted on OTA involving high-ranked local hotels in Wuhan to set up a periodical text data Then it made a CIT（critical incident technique） analysis of the encoded data, i.e. retrieving and calculating the frequency of the six categories and their sub-categories of incidents： service quality attribution, time and place, influence, responsibility directing, remedies and remedial effects.It is intended to construct a system of encoded categories of service quality concerning high-ranked local hotels in Wuhan, supplemented with interpretations of sample texts of guests＇ online comment. The study offers some technical reference to hotels＇ service quality monitoring on line and assessment of hotel industry service quality in the regional level.

关 键 词：酒店服务质量 CIT分析 住客点评 

分 类 号：F719.2[经济管理—产业经济]