【摘要】：飯店業(yè)作為現(xiàn)代服務(wù)業(yè)的代表,近些年的快速發(fā)展是有目共睹的。然而和硬件配置的日益完善相比,我國飯店的管理方面還是明顯落后。消費(fèi)者投訴數(shù)量的增加、管理的不如人意等問題已經(jīng)凸顯。面對無法避免的服務(wù)失誤,服務(wù)補(bǔ)救管理也成為影響我國飯店發(fā)展的重要因素。而高星級(jí)飯店作為飯店業(yè)中管理較為規(guī)范的一類,其管理經(jīng)驗(yàn)與方式對整個(gè)行業(yè)的健康發(fā)展有一定的借鑒意義,但同時(shí)仍有很多不足需要不斷的改進(jìn)。 服務(wù)補(bǔ)救是服務(wù)管理研究的一個(gè)重要內(nèi)容,有效的服務(wù)補(bǔ)救不僅能減輕失誤對顧客造成的惡劣影響,還有利于與顧客建立良好的穩(wěn)定關(guān)系并鞏固顧客忠誠。在有關(guān)服務(wù)補(bǔ)救研究領(lǐng)域中,對服務(wù)補(bǔ)救、感知公平及補(bǔ)救滿意間關(guān)系的研究一直都是研究的主要方向。雖然已有的研究成果很多,各個(gè)時(shí)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處于發(fā)展當(dāng)中,任一理論的發(fā)展勢必要引起經(jīng)典模型的更新和修正。隨著有關(guān)研究的不斷深入,作為理論基礎(chǔ)之一的公平理論有了新的發(fā)展,其內(nèi)容維度由過去的三維度又拓展出信息公平這一維度。但是有關(guān)服務(wù)補(bǔ)救、感知公平及服務(wù)補(bǔ)救滿意關(guān)系模型卻沒有及時(shí)修正。本文正是在公平理論發(fā)展的基礎(chǔ)上,以高星級(jí)飯店為研究對象,對拓展后的公平理論,適應(yīng)于具體對象的關(guān)系模型進(jìn)行了探討,研究服務(wù)補(bǔ)救、感知公平及補(bǔ)救滿意間的關(guān)系。 筆者經(jīng)過理論研究和實(shí)證分析,證實(shí)了感知公平內(nèi)容維度拓展出信息公平的可能性和重要性,服務(wù)補(bǔ)救特征中心理補(bǔ)救以道歉和補(bǔ)救主動(dòng)性兩個(gè)維度分別衡量的必要性和可操作性。通過對各假設(shè)的檢驗(yàn),得出的主要研究結(jié)論如下:(1)高星級(jí)飯店服務(wù)補(bǔ)救特征維度中的道歉、響應(yīng)速度、補(bǔ)救主動(dòng)性和有形補(bǔ)償對感知公平相應(yīng)維度有正向影響。(2)感知公平的四個(gè)維度均對顧客滿意有正向影響。(3)感知公平對服務(wù)補(bǔ)救特征和補(bǔ)救滿意的關(guān)系有中介作用。其中對有形補(bǔ)償、道歉和補(bǔ)救主動(dòng)性與補(bǔ)救滿意的關(guān)系有顯著的中介作用,對響應(yīng)速度與補(bǔ)救滿意的關(guān)系中介作用不顯著。(4)服務(wù)失誤嚴(yán)重性對服務(wù)補(bǔ)救特征和感知公平的關(guān)系有調(diào)節(jié)作用。其中對有形補(bǔ)償與結(jié)果公平、道歉與交互公平有顯著的調(diào)節(jié)作用。對響應(yīng)速度與程序公平、補(bǔ)救主動(dòng)性與交互公平和信息公平、道歉與信息公平的調(diào)節(jié)作用不顯著。 此外,本文根據(jù)研究結(jié)果修正了高星級(jí)飯店原有的服務(wù)補(bǔ)救——感知公平——補(bǔ)救滿意概念模型,并針對性的對高星級(jí)飯店服務(wù)補(bǔ)救管理提出了建議。
[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.
【學(xué)位授予單位】：江南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F719;F224

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本文編號(hào)：2453523