基于MANOVA研究方法的饭店服务失误补救效果分析——以高星级饭店为例  

MANOVA-based Analysis of Service Failure Remedy Effect: A Case Study of High Star-rated Hotels

作　　者：王焕宇[1] 周丽杰[1] WANG Huan-yu;ZHOU Li-jie(School of Tourism and Hospitality,Eastern Liaoning University,Dandong 118001,China)

机构地区：[1]辽东学院旅游管理学院,辽宁丹东118001

出　　处：《辽东学院学报（社会科学版）》2018年第3期43-49,共7页Journal of Liaodong University：Social Science Edition

摘　　要：借鉴相关文献研究成果,结合高星级饭店服务属性,以归因理论和公平理论为理论基础,以MANOVA为研究方法,对高星级饭店合理服务失误补救方法进行了探索,并得出重视饭店服务失误补救管理、饭店服务失误补救务须与服务失误归因结合进行、饭店服务失误补救应该与客人细分相结合等结论。Based on the attribution theory and the fairness theory, the authors analyze the service failure remedy of high star-rated hotels with MANOVA. It is concluded that the failure must be emphasized and the service failure remediation must be combined with the service error attribution as well as the guest identity.

关 键 词：高星级饭店 服务失误 服务失误补救 

分 类 号：F719.2[经济管理—产业经济]