遊客對泰國曼谷的五星級飯店之服務缺失補救、缺失嚴重程度、顧客滿意度及顧客忠誠度之研究 - 以亞洲觀光客為例

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题名:	遊客對泰國曼谷的五星級飯店之服務缺失補救、缺失嚴重程度、顧客滿意度及顧客忠誠度之研究 - 以亞洲觀光客為例 A Study of the Relationship among Severity of Failure, Service Recovery, Customer Satisfaction and Customer Loyalty in Five Star Hotels in Bangkok Thailand: A Case of Asian Tourists
作者:	陳丹霞
贡献者:	觀光事業學系
关键词:	缺失補救缺失嚴重程度顧客滿意度顧客忠誠度 severity of failure service recovery customer satisfaction customer loyalty
日期:	2014
上传时间:	2014-10-06 12:54:14 (UTC+8)
摘要:	酒店業是泰國的服務業的主要部門之一，服務是關鍵部門的成功的企業。然而，當顧客感到不滿意的服務，那麼服務補救策略應該得到實施。因此，本研究的目的是通過檢查它的影響，因為有關係的工具，有助於恢復服務的知識越來越多，這對服務補救策略研究研究決定，以解決問題，改變不滿意的消費者的消極態度和留住這些客戶失敗，服務補救，顧客滿意與顧客忠誠的嚴重程度的重要因素，服務補救中起著服務業的重要作用。收集數據通過分發調查問卷，以誰來自亞洲國家，並有五星級酒店在曼谷的負面經驗的遊客，泰國和他們的年齡都在25 - 55歲。本研究的樣本量為400份。研究結果提供的服務補救滿意度由酒店的顧客感知被認為是感知服務恢復質量。研究者可以生成建議從研究變量之間的關係，客戶會發展的滿意度從服務提供商。因此，要保持標準化的服務與專業的工作人員來支持優質的服務為客戶的期望是很重要的。 The hotel industry is one of a major sector of Thailand’s service industry and service is a key sector for successful business. However, when customers feel dissatisfied in the service, then a service recovery strategy should be implemented. Therefore the purpose of this study is to contribute to the growing body of service recovery knowledge by examining its impact as a relationship tool, This research study on service recovery strategies decides to resolve problems, alter negative attitudes of dissatisfied consumers and to retain these customers by the important factors of severity of failure, service recovery, customer satisfaction and customer loyalty that service recovery plays an important role in the service sector. The data was collected by distributing questionnaires to the tourists who come from Asian countries and have a negative experience of the five star hotels in Bangkok, Thailand and their age were between 25 – 55 years old. The sample size of this study was 400 respondents. The research results provided that the perception of service recovery satisfaction by hotels’ customer is considered as perceived quality of service recovery. The researcher could generate suggestion from the relationship among variables in the study as customer would develop satisfaction from the service providers. Therefore, it is important to maintain standardized service with professional staff to support excellent service as customers expect.
显示于类别:	[觀光事業學系暨研究所 ] 博碩士論文

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