基于感知公平的高星级饭店服务补救与补救满意度关系研究

发布时间：2019-04-03 20:04

【摘要】：饭店业作为现代服务业的代表,近些年的快速发展是有目共睹的。然而和硬件配置的日益完善相比,我国饭店的管理方面还是明显落后。消费者投诉数量的增加、管理的不如人意等问题已经凸显。面对无法避免的服务失误,服务补救管理也成为影响我国饭店发展的重要因素。而高星级饭店作为饭店业中管理较为规范的一类,其管理经验与方式对整个行业的健康发展有一定的借鉴意义,但同时仍有很多不足需要不断的改进。服务补救是服务管理研究的一个重要内容,有效的服务补救不仅能减轻失误对顾客造成的恶劣影响,还有利于与顾客建立良好的稳定关系并巩固顾客忠诚。在有关服务补救研究领域中,对服务补救、感知公平及补救满意间关系的研究一直都是研究的主要方向。虽然已有的研究成果很多,各个时期的不同研究模型也有若干。但是,由于模型中各要素的研究仍处于发展当中,任一理论的发展势必要引起经典模型的更新和修正。随着有关研究的不断深入,作为理论基础之一的公平理论有了新的发展,其内容维度由过去的三维度又拓展出信息公平这一维度。但是有关服务补救、感知公平及服务补救满意关系模型却没有及时修正。本文正是在公平理论发展的基础上,以高星级饭店为研究对象,对拓展后的公平理论,适应于具体对象的关系模型进行了探讨,研究服务补救、感知公平及补救满意间的关系。笔者经过理论研究和实证分析,证实了感知公平内容维度拓展出信息公平的可能性和重要性,服务补救特征中心理补救以道歉和补救主动性两个维度分别衡量的必要性和可操作性。通过对各假设的检验,得出的主要研究结论如下:(1)高星级饭店服务补救特征维度中的道歉、响应速度、补救主动性和有形补偿对感知公平相应维度有正向影响。(2)感知公平的四个维度均对顾客满意有正向影响。(3)感知公平对服务补救特征和补救满意的关系有中介作用。其中对有形补偿、道歉和补救主动性与补救满意的关系有显著的中介作用,对响应速度与补救满意的关系中介作用不显著。(4)服务失误严重性对服务补救特征和感知公平的关系有调节作用。其中对有形补偿与结果公平、道歉与交互公平有显著的调节作用。对响应速度与程序公平、补救主动性与交互公平和信息公平、道歉与信息公平的调节作用不显著。此外,本文根据研究结果修正了高星级饭店原有的服务补救——感知公平——补救满意概念模型,并针对性的对高星级饭店服务补救管理提出了建议。
[Abstract]:As the representative of modern service industry, the rapid development of hotel industry in recent years is obvious to all. However, compared with the increasingly perfect hardware configuration, the hotel management of our country is still obviously backward. The increase in the number of consumer complaints, the management of unsatisfactory and other issues have been highlighted. Facing the unavoidable service mistake, the service remedy management also becomes the important factor that affects the hotel development of our country. High-star hotel as a relatively standardized management in the hotel industry, its management experience and way to the healthy development of the whole industry has a certain reference, but there are still a lot of deficiencies need to be continuously improved. Service remediation is an important part of service management research. Effective service remedy can not only reduce the bad effects of mistakes on customers, but also help to establish a stable relationship with customers and consolidate customer loyalty. In the research field of service remedy, the research on the relationship among service remedy, perceived justice and satisfaction with remedy has always been the main research direction. Although there have been a lot of research results, there are also a number of different research models in different periods. However, since the research on the elements of the model is still in development, the development of any theory is bound to lead to the updating and revision of the classical model. With the deepening of the relevant research, the theory of fairness, one of the theoretical bases, has a new development, and its content dimension extends from the three dimensions of the past to the dimension of information fairness. However, the relation model of service remedy, perceived equity and service remedy satisfaction has not been revised in time. On the basis of the development of fairness theory, this paper takes the high-star hotel as the research object, discusses the expanded equity theory and the relationship model adapted to the specific object, and studies the relationship between service remedy, perceived justice and remedy satisfaction. Through theoretical research and empirical analysis, the author confirms the possibility and importance of expanding the information fairness in the content dimension of perceived fairness. The necessity and maneuverability of psychological remedy are measured by the two dimensions of apology and remedial initiative in the characteristics of service remedy. Through testing the hypotheses, the main conclusions are as follows: (1) apology and response speed in the dimension of service remediation characteristics of high-star hotels. Remedial initiative and tangible compensation have a positive effect on the corresponding dimensions of perceived justice. (2) all four dimensions of perceived justice have a positive impact on customer satisfaction. (3) perceived equity has an intermediary effect on the relationship between service remediation characteristics and remedial satisfaction. Among them, the relationship between tangible compensation, apology and remedy initiative and remedy satisfaction has a significant intermediary effect. The relationship between response speed and satisfaction is not significant. (4) the severity of service failure regulates the relationship between the characteristics of service recovery and perceived fairness. Among them, tangible compensation and result justice, apology and interaction justice have a significant role in regulating. The adjustment of response speed and procedural justice, remedial initiative and interactive justice, information fairness, apology and information fairness is not significant. In addition, according to the research results, this paper modifies the original conceptual model of service remedy-perceived justice-remedy satisfaction in high-star hotel, and puts forward some suggestions on the service remedy management of high-star hotel.
【学位授予单位】：江南大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F719;F224

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