服务接触与客人对酒店的惠顾

Q4 Business, Management and Accounting South Asian Journal of Business and Management Cases Pub Date : 2022-07-28 DOI:10.24203/ajbm.v10i3.7003
D. O. Ewanlen, Donald E. Ewanlen
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引用次数: 0

摘要

在面向服务的企业中,服务提供者和客户之间的交互是不可避免的。这些互动在各方的头脑中产生印象,在某种程度上决定了赞助结果。为了取得有意义的结果,了解令人满意的赞助的创造者是至关重要的。本研究探讨顾客遭遇对酒店惠顾结果的影响。本研究采用横断面设计,对尼日利亚巴耶尔萨州叶纳戈阿三星级及以上评级酒店的客人进行结构化问卷调查。在10家战略选择的酒店分发了400份问卷,其中290份是有用的。这代表了73%的响应率。采用SPSS 23.0统计软件包进行数据分析。采用多元回归分析和Pearson相关分析在5%显著性水平下对所制定的假设进行检验。这项研究表明,年轻人在酒店顾客中占多数。实证分析进一步揭示了服务遭遇报告的所有维度与口碑推荐的显著关系。此外,回归分析显示,安心、关键时刻、结果焦点和产品体验可以解释约53%的惠顾结果变化。本文的结论是,顾客体验的所有维度对客人的口碑推荐都有显著的影响。本文建议对服务人员进行培训和再培训。这项培训应使前线员工掌握必要的技能,使他们能够创造和管理愉快的经历。
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Service Encounters and Guests Patronage of Hotels
In service oriented businesses, interactions between service providers and customers are inevitable. These interactions create impressions in the minds of the parties which to some extent define patronage outcome. For a meaningful outcome, an understanding of the creators of satisfactory patronage is germane. This study investigates the influence of customers’ encounters in defining the outcome of hotel patronage. This study adopted a cross-sectional design using a structured questionnaire survey of guests of 3 star and above rated hotels in Yenagoa, Bayelsa state Nigeria .Four hundred copies of questionnaire were distributed in ten strategically selected hotels, and 290 copies were found useful. This represents about 73% response rate . The SPSS 23.0 statistical software package were used for data analysis. Multiple regression analysis and Pearson correlation was employed to test the formulated hypotheses at 5% significance level. This study reports that youth are in majority of hotel patrons. Empirical analysis further reveals that all the dimensions of service encounters reports a significant relationship with word- of- mouth recommendations. Furthermore, the regression analysis reveals that peace of mind, moment of truth, outcome focus and product experience could explain about 53% variation in patronage outcome. The paper conclude that all the dimensions of customer experience has a significant influence on word- of- mouth recommendations of guests. This paper recommend among others things the training and retraining of service personnel. This training should equip frontline employees with the requisite skills that would enable them create and manage pleasurable experiences.  
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来源期刊
South Asian Journal of Business and Management Cases
South Asian Journal of Business and Management Cases Business, Management and Accounting-Management of Technology and Innovation
CiteScore
1.70
自引率
0.00%
发文量
19
期刊介绍: South Asian Journal of Business and Management Cases (SAJBMC) is a peer-reviewed, tri-annual journal of Birla Institute of Management Technology, Greater Noida (India). The journal aims to provide a space for high-quality original research or analytical cases, evidence-based case studies, comparative studies on industry sectors, products, and practical applications of management concepts. The journal likes to publish problem-solving, decisional and applied types of cases. Such cases must have linkage with theory, at least one dilemma (also known as case issue) and a protagonist around whom the case issue will revolve. Publication of pure research, applied research and field studies with empirical data do not fall under the domain of SAJBMC. Fictitious cases are not welcome.
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