基于细节服务的酒店形象影响因素研究

©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.(,310023)[]2007-10-08;[]2007-11-26[](1970-),,,,,,:,E2mail:[e-mail];(1985-),,,,:[],,,,,;,;,[];;[]F59[]A[]1002-5006(2008)02-0029-071,,,,,,,,,,,[1],,,[2],,,,,,,,,,2211,:[3];:;[4],(Atkinson);(Cadotte&Turgeon)[5],:212,,TOURISMTRIBUNE232008229©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.[6],,;(AdrianPayne),,,;;[7],,,213,,[8];,,[9];,,,[10],,:,,,,,331131111(Zeithmal),,[11];(Sweat):()()[12],,3:,31112,,,,,,,,,31231211,,,,,[13],,,:H1:H11:;H12:;H13:;H14:31212,,,,,,[14]2320082TOURISMTRIBUNE30©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.:H2:H21:;H22:;H23:;H24:31213,,,,,,,,,,:H3:H31:;H32:;H33:;H34:313,,1314,,,SPSS1210131411,11[10];[15];[14];(Bouldingetal.)[16](Sweat)[12][4],:,6,,,,6,2314125,15,,:150,121,101,80167%,83147%31413SPSS1210Analyze2DescriptiveStatistics2Frequencies,3TOURISMTRIBUNE232008231©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.()44,,Cronbach0175,Cronbach018(01746),016,,,,3.512KMOBartlett,5:3(n=101)()(%)4544.65655.4202033.021303534.731402625.741502928.7516054.96133.011.098.91211.96766.21212.04544.63736.798.9109.82000022.020001500002625.7500011000003938.61000011500002019.815000120000087.920000166.012524.822726.733534.731413.811514.923736.733029.531413.85,KMO01789,(017),Bartlett27501354,01000,1%,,[15]SPSS1210,Analyze2DataReduction2Factor,,62320082TOURISMTRIBUNE32©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.(V)(S)(F)(P)V01V02V03V04V05S01S02S03S04S05D01D02D03D04D0524P01P02P03P04P05018770181801778017465KMOBartlettKMO0.789Bartlett2750.3540.0006,15,3,(F2)(F3)(F4),F17:,(01802)(01701);,(01755);,(01737)(01722)31513,,86F1F2F3F4CronbachsalphaF1F2F3F40.7670.6270.5790.5450.5120.8020.6830.5820.6090.7010.6350.6320.7550.588240.6790.7370.6610.7220.5620.6090187701818017780174655558,0101,,,316,,23,:,3;,01520;,01487;,01379TOURISMTRIBUNE232008233©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.(S)(D)(P)0.52033Sig.0.000(N)1010.48733Sig.0.000(N)1010.37933Sig.0.000(N)101:33P0101234411,,,41111(1),,,(2),,,,(3),,;,,,(4),41112(1);;(2),,,(3)24,,2320082TOURISMTRIBUNE34©1994-2010ChinaAcademicJournalElectronicPublishingHouse.Allrightsreserved.(4),;41113(1),,,(2),,,(3),;(4)412,,:,,;;[][1],.[J].,2003,(5):77278.[2].:[J].,2006,(s1):1-8.[3].[D].:,1990.11.[4].[D].:,2000.27.[5],,.[D].:,2006.2.[6],.36[M].:,2006.5.[7]AdrianPayne.[M].:,1998.79.[8].[J].,2002,(3):67-70.[9].[D].:,2004.49-51.[10].[J].,2006,(6):198.[11]ZaithmalVA.Consumerperceptionofprice,qualityandvalue:ameans2endmodelandsynthesisofevidence[J].JournalofMarketing,1988,(2):2-22.[12]Sweat.Consumerreactionstoelectronicshoppingontheworldwideweb[J].InternationalJournalofElectronicCommerce,2000,1(2):59-88.[13].[J].,2003,(5):64-66.[14].[J].,2003,(12):26-28.[15].[EDPOL].http:PPguanli.VeryEast.Cn.2007-02-15.[16]Boulding,William,AjayKalra,RichardStaelin,andValarieAZeithaml.Adynamicprocessmodelofservicequality:fromexpectationstobehavioralintentions[J].JournalofMarketingResearch,1993,(2):7-27.[17].[M].:,2004.145.StudyontheInfluencingFactorsofHotelImageBasedonDetailedServiceZHENGSheng2hua,HEYi(CollegeofBusinessAdministration,ZhejiangUniversityofTechnology,Hangzhou310023,China)Abstract:Detailedservice,asonebranchofdiversifieddevelopmentofhotelmanagement,playsanimportantroleindigging,integratingandutilizinghotelresources,winningandstabilizingclients,identifyingandfosteringexcellenthotelimage.Thepaperfirstlyanalyzesthekeyfactorsofdetailedserviceandtheirimpactonhotelimage.Itestablishestheinfluencingfactormodelofhotelimagebasedondetailedserviceandproposesaseriesofcorrespondingassumptions.Andthenitteststhemodelbyapplyingstatisticalmethod.Theempiricalresultsareinconformitywiththeresearchdesignandhypotheses.Finallycorrespondingcountermeasuresaimingatpromotinghotelimageareputforward.Keywords:detailedservice;hotelimage;influencingfactor[:;:]TOURISMTRIBUNE232008235