In the modern hotel industry which needed differentiation and high grade as necessary, hotels actively develop large-size, different facilities and services in order to maintain sustainable relationships with their customers. However, due to the of s...
In the modern hotel industry which needed differentiation and high grade as necessary, hotels actively develop large-size, different facilities and services in order to maintain sustainable relationships with their customers. However, due to the of service, people could not able to provide perfect service. In this case hotels need service recovery to solve the problem. When it comes to the hotels in the northeast of china, although there are many foreign tourists, comparing to international chain hotels, the quality is low and there is hardly any studies about service recovery, so the necessity of study is brought up.
Hence this study is to see what kind of influences the service recovery strategy may make on emotional responses and satisfaction, hotel image of the customers. And the research is placed at the chain hotels at the northeast of china, and questionnaires are answered by the customers who had the experience of dissatisfy and inconvenience when using the hotel. Questionnaire survey period, 2013 October 16 to November 15, Total 298 and 272 department of wealth by distributing a questionnaire survey was used in the empirical analysis. Data analysis program SPSS WIN Version 20.0 statistical package was analyzed using frequency analysis, reliability analysis, factor analysis, regression analysis was verified by.
This research can be summarized as follows:
Firstly, those researches have been made before about service recovery were mostly focused on the fairness about ,even though emotional variables are very important factor, there is barely any study about it.
Secondly, the analysis of the impact that service recovery makes on customer’s emotional response says that actional, and pecuniary recovery which are the minor factor of service recovery make good influence to the positive emotions which are the minor factor of customer’s emotional response; while on the negative emotion, only the psychological recovery makes negative influence.
Thirdly, from the analysis of the influnce that emotional responses to customer’s satisfaction and image of the hotel we can see, both positive and negative emotions have an effect on the customer’s satisfaction and image of the hotel, and positive emotion makes positive influence while negative one makes negative influence.
Lastly, the analysis of the influence that customer satisfaction make on the hotel image says, the customer’s satisfaction has good and benificial effect on the image of the hotel.
如今要求酒店差别化与高级化的酒店产业，酒店以酒店的大型化，设施的差别化和服务的差别化来作为与顾客保持持续关系的主要职责。但是因酒店不能提供完美服务的本质特点，酒店会产...
如今要求酒店差别化与高级化的酒店产业，酒店以酒店的大型化，设施的差别化和服务的差别化来作为与顾客保持持续关系的主要职责。但是因酒店不能提供完美服务的本质特点，酒店会产生服务失败。因此酒店需要合适的服务回复战略来解决这些服务失败。中国东北地区因它独特的地理位置，免费韩语论文，吸引着不少海外游客，但是与国际连锁酒店相比较其酒店质量还比较有相差，并且对酒店恢复战略的有关探讨资料甚少。因此，本论文为了探讨酒店恢复战略对顾客情感反应和顾客满足，酒店形象的作用对使用过中国东北地区连锁酒店的顾客，并使用酒店时有不满足的顾客为调查对象进行了问卷调查并得出结论。问卷发放于2013年10月16日至11月15日，总共发放300张，收回298张，其中去除没有诚实回答的26张以外，共使用272张用于统计略论。数据略论使用了SPSS20.0统计程序中的频度略论，要因略论以及回归略论。
本论文得出结果如下：
第一,之前有关服务恢复的论文主要只针对了服务公正性，关于非常有重要性的情感变数的论文也相对较少。并且现有的关于情感变数的论文主要在餐饮业以及航空业进行探讨，而本论文把服务恢复分为行动恢复，心理恢复，金钱恢复等三种恢复方式并且尝试在酒店业进行了探讨而有意义。
第二,关于服务恢复顾客情感反应的作用探讨结果，服务恢复的子因素行动，心理，金钱恢复对酒店的积极情绪都产生积极作用，韩语毕业论文，但关于消极程序只有心理恢复产生消极作用。
第三,关于顾客情感反应对顾客满足和酒店形象的作用探讨结果，顾客的积极情绪与消极情绪都对顾客满足于酒店形象产生作用，并且积极情绪产生积极作用反之消极情绪产生消极作用。
第四,关于顾客满足对酒店形象的作用探讨结果，顾客满足对酒店形象产生积极作用。
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