度假酒店顾客体验的探索研究及实证启示被引量：21

An Exploration of Customer Experience in Resort Hotels and Its Empirical Enlightenment

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摘要在顾客体验以及消费者行为学相关文献研究分析的基础上,本研究结合度假酒店的特点,通过运用结构方程模型研究理论和方法,构建了度假酒店顾客体验的理论模型,从而进一步探讨度假酒店顾客体验的本质表现、驱动因素及其造成影响的后果。研究结果表明,顾客体验理论模型中各变量之间的关系与假定完全符合。此次对度假酒店顾客的体验研究不仅填补了顾客体验理论实证研究的空白,而且还提出了全新的度假酒店体验管理理念。 Based on the analysis of relevant literature studies on customer experience and consumers＇ behavior,the paper develops a theoretical model of customer experience by applying the theory and method of structural equation model in an attempt to explore the expression of customer experience in resort hotels,driving factors and the consequence of the impact.The study results indicate that the relationship of different variables in the model fully accords with the hypothesis.This study not only fills the gap in the study of customer experience,but also offers the new concept of experience management in resort hotels.

作者杨韫陈永杰

机构地区昆明学院旅游系香港理工大学酒店及旅游业管理学院

出处《旅游学刊》 CSSCI 北大核心 2010年第4期49-54,共6页 Tourism Tribune

关键词度假酒店顾客体验结构方程模型(SEM) resort hotel customer experience SEM

分类号 F719 [经济管理—产业经济] F274 [经济管理—企业管理]

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