共享住宿真实性体验对顾客满意度影响机制研究  

Analysis of the Authenticity Experience in Shared Accommodation and Its Impact on Customer Satisfaction

作　　者：李力[1] 潘涛[1] LI Li;PAN Tao(South China University of Technology, Guangzhou 510006,China)

机构地区：[1]华南理工大学旅游管理系,广东广州51006

出　　处：《四川旅游学院学报》2021年第2期62-67,共6页Journal of Sichuan Tourism University

摘　　要：文章基于共享住宿理论研究与实践成果,从共享住宿真实性体验与顾客满意度关系的研究入手,通过梳理共享住宿服务区别于传统住宿服务的特点,以真实性相关概念及理论分析为基础,研究总结了共享住宿中顾客客体与存在真实性体验的主要内容,建立了共享住宿真实性体验与顾客满意度关系模型。模型从不同维度视角,深入分析了共享住宿真实性体验对顾客满意度的影响机制,并希望能够在一定程度上丰富共享住宿真实性体验及其影响的理论体系。从实践应用上,也注意到共享住宿顾客真实性体验研究,可以重新看待传统接待服务企业的主客关系变化及其影响,特别是在新顾客和新的信息技术应用条件下,研究也为现代接待服务企业组织由高度层级化、制度化的管理方式逐渐向以建立新型主客关系为基础的运营方式的过渡提供了重要的启示。Based on theoretical researches and practical results of shared accommodation researches,this paper studies the relationship between shared accommodation authenticity and customer satisfaction.By sorting out the characteristics of shared accommodation services compared with traditional accommodation services,it focuses on the main contents of customer objective and existential authenticity experience in shared accommodation in an effort to establish a relationship model of shared accommodation authenticity and customer satisfaction on the basis of theoretical analysis of authenticity.The model looks into the authenticity experience in shared accommodation from different perspectives,so as to explore the mechanism of the influence of shared accommodation authenticity experience on customer satisfaction,and enrich the theory of shared accommodation authenticity experience.For practical application,the research on customer authenticity experience in shared accommodation may help revolutionize the host-guest relationship management in traditional hospitality service enterprises.With the emergence of new customers and new technology,the research provides an enlightening reference for the gradual transition of the operation mode from the highly hierarchical and institutionalized management to what caters to the new host-guest relationship.

关 键 词：共享住宿 真实性体验 客体真实性 存在真实性 顾客满意度 

分 类 号：F592[经济管理—旅游管理]