基于顾客感知的度假饭店氛围与顾客反应的关系研究

发布时间：2018-03-05 07:55

本文选题：度假饭店　切入点：度假氛围　出处：《浙江大学》2012年硕士论文　论文类型：学位论文

【摘要】：营造一种能够增强顾客愉悦感的氛围是度假饭店经营的核心内容。本文从顾客感知的角度出发,旨在通过综合使用文献研究、关键事件分析、实证分析和案例分析等方法,构建基于顾客感知的度假饭店度假氛围评价体系；检验顾客感知的度假氛围与感知反应之间的因果关系；探索顾客属性对度假饭店度假氛围感知与反应之间的调节效应。通过因子分析,本研究认为影响顾客感知度假饭店度假氛围的因素分布于6个因子28个变量。这6个因子分别是公共区域设计、休闲娱乐设施、客房设计、物理环境、地理环境和交互关系。进一步的回归分析表明这6个度假饭店氛围感知因子与由此产生的感知反应之间有显著的因果关系,且这种因果关系同时受到来自不同顾客属性的调节效应的影响。在案例分析中进一步证实基于问卷的分析结果在整体上符合饭店的实践。最后基于研究结论,本文为度假饭店营造和管理度假氛围提出了建议与对策。这些对策包括强化度假饭店主题设计、优化游泳池设计、增强客房度假氛围、刺激感官体验、选择合理区位、提高员工服务素质、注重营造私密空间和加强饭店安全管理。
[Abstract]:Creating a kind of atmosphere that can enhance the customer's pleasure is the core content of the holiday hotel management. This paper, from the perspective of customer perception, aims to use the methods of comprehensive literature research, critical event analysis, empirical analysis and case analysis, etc. Construct the evaluation system of holiday atmosphere based on customer perception; examine the causal relationship between customer perceived vacation atmosphere and perceived response; explore the regulatory effect of customer attributes on holiday atmosphere perception and response. Through factor analysis, the factors that affect the customer's perception of holiday atmosphere are divided into 6 factors and 28 variables. The six factors are public area design, leisure and entertainment facilities, guest room design, physical environment, etc. Geographical environment and interaction. Further regression analysis showed that there was a significant causal relationship between the perceived factors and the perceived response. And this causality is also affected by the adjustment effect from different customer attributes. In the case analysis, it is further confirmed that the results based on the questionnaire are in line with the practice of the hotel as a whole. Finally, based on the conclusions of the study, This paper puts forward some suggestions and countermeasures for building and managing holiday atmosphere in resort hotels. These countermeasures include strengthening the theme design of resort hotels, optimizing the design of swimming pools, enhancing the vacation atmosphere of guest rooms, stimulating sensory experience, and choosing reasonable location. Improve staff service quality, pay attention to building private space and strengthen hotel safety management.
【学位授予单位】：浙江大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F719;F274;F224

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