초록 열기/닫기 버튼
星级酒店顾客良好的重购意愿对酒店的发展会起到积极地推动作用, 其受影响的因素很多.本研究从酒店员工服务的层面, 探讨了其服务失败、补救和顾客满意度与顾客重购意愿之间的关系.研究结果表明: 服务失败对顾客满意度和顾客重购意愿的影响成反比；而服务补救对顾客满意度和顾客重购意愿的影响成正比, 同时服务后顾客满意度对顾客重购意愿的影响成正比.因此, 酒店管理从服务失败的预防、服务补救的实施和员工补救权限及满意度等方面采取有效措施来提升顾客满意度, 增加其重购意愿
The good repurchase intention of starred hotel customers will play a positive role in promoting the development of the hotel, which is affected by many factors. According to the perspective of hotel staff service, this study explores the connection between service failure, service remediation, customer satisfaction and customer repurchase intention. The results show that service failure is inversely proportional to customer satisfaction and customer repurchase intention, while service recovery is in direct proportion to customer satisfaction and customer repurchase intention, and customer satisfaction after service is in direct proportion to customer repurchase intention. Therefore, hotel managers are supposed to take effective measures to improve customer satisfaction and repurchase intention from the aspects of service failure prevention, service remediation implementation, employee remediation authority and satisfaction.
키워드열기/닫기 버튼
Starred Hotel, Service Faillure, Service Recovery, Customer Satisfaction, Customer Repurchase Intention
