摘要
面对日益激烈的市场竞争,为顾客创造卓越的价值已经成为现代企业获得持续竞争优势的一个新源泉。本文以杭州市场为例,通过实证的方法得出经济型酒店顾客感知价值主要受品牌认知、方便、服务水平、安全、有形产品、装修环境、货币成本和非货币成本等八个因素的影响,其中前六项为正向影响关系,后两项为负向影响关系。在八个影响因素中,"方便"的影响程度最大。
Facing more and more fierce competition,creating distinguished value for customers has been regarded as the new source of enterprises’continuous competitive advantages.Taking Hangzhou as an example,the results of this paper ind-cate that six out of eight dimensions of customer perceived value of economic hotel(brand perception,convenience,service quality,safety,facilities and decoration style) have positive impacts,convenience playing the most important role,neverthe less the other two of them(monetary cost and non-monetary cost) have negative impacts.
出处
《浙江旅游职业学院学报》
2010年第1期23-29,50,共8页
Journal of Tourism College of Zhejiang
关键词
顾客感知价值
影响因素
经济型酒店
customer perceived value
influencing factors
economic hotel
