飯店業(yè)服務補救對顧客滿意的影響研究.pdf

1、AbstractWiththesharplydevelopmentofhotelindustryinChinathesituationofdissatisfiedservicequalityandmanagementseemstobesevereInrecentyears，thecomplaintsabouthotelservicearerisingobviouslyTherefore，itisanessentialissueforth

2、epeopleinthefieldofhotelmarketingtealizetheimportanceofservicerecoveryanditsstrategicvalueOnthebasisofreviewingrelatedtheoreticfitemture，combiningthestudyofthecharacteristicsofhotelindustryinChinathethesisputsforwardathe

3、oreticmodelofservicerecoveries。influenceoucnstomcrssatisfactionandeighthypothesesTheanalysismainlyfocusesontheconnectionsofservicerecoverycharacteristic，customerperceivedservicequalitycustomers’satisfactionwhileconsideri

4、ngothertwofactors’influenceoncustomers’satisfactionwhichincludesthetypesofservicefailuresandcustomers’dissatisfactoryextenLAccordingtotherealitythatthehotelsservicerecoveryisconductedbyexperiencewithouttheoriesguidanceth

5、isthesiscalTiesoutvariouskindsofSPSSanalyseswhicharecorrelationanalysis，regressionanalysis，Chi—squareanalysis，舔wellasdescriptivestatisticsAndthroughtheclassifyingoftheoriesandstatisticanalysisitresultsinapracticalquantit

6、ativeconclusionwhichoffersthetheoreticandempiricalreferenceforhotelIndustryinservicerecoveryareaTheresultscallbesummarized勰follows：Thetangiblecompensationhasdifferenteffectondistributivejustice，proceduraljustice，interact

7、ionaljustice，whiletangiblecompensationisthefactorwhichisinfluencedmost；Theresponseonlyhaseffectouproceduraljustice；Thementalcompensationonlyhaseffectinteractionaljustice；Thethreedimensionsofperceivedjusticehavesignifican

8、teffectoncustomers’satisfaction；Thetypesofservicefailurehavenosignificanteffectoncustomers’satisfaction，whileseverityoffailurealsohasnosignificanteffectoncustomers’satisfactionIntheendofthispapertheapplicationsofresearch