pported that if hotel staff can establish a good interaction with customers and show their sincerity and respect in the process of communication with guests, then if there is a mistake, guests usually will not contribute all failure to the hotel (2015, pp.270).
Assaf, Josiassen, Cvelbar and Woo insisted that it is very important for a hotel to maintain a good reputation and high quality services, products, and therefore when guests consume in such a hotel, consumers will be more likely to attribute mistakes encountered in the hotel to accidental factor, and they will not have much dissatisfaction towards the hotel (2015, pp. 82).
From the perspective of equity theory, Liu, Wu, Yeh and Chen summarized that establishing smooth communication channels between a hotel and consumer, feedback in a timely manner to inquiries and complaints of consumers are possible to reduce consumers’ feeling of unfairness (2015, pp. 143). Rhee and Yang noted that if there is an incident happens during the process of providing of services by a hotel, consumers are eager to be treated fairly. Therefore, the results of the hotel compensate, the compensation process, the attitude of the staff, compensation rules and procedures of the hotel should try to be fair and equitable, so that customers will feel again the sincerity and enthusiasm of the hotel to eliminate customers’ original dissatisfaction (2015, pp. 585). Kralj and Solnet denoted that a hotel can also make procedures of dealing with compensation transparent, open and fair to enhance customers’ perception towards the fairness of the complaining process (2010, pp. 713).
5.0 Empirical study on customer satisfaction in hospitality industry 酒店业顾客满意度的实证研究
Lahap et al. were through questionnaires towards 300 Malaysian respondents to carry out regression analysis to conclude that there was a positive relationship between hotel image and customer satisfaction, they analyzed that a good image of a hotel indicated a hotel's high-quality products and services, which was one of the main reasons for a hotel to attract customers (2016, pp. 153).
Based on expectancy-disconfirmation framework, based on expectancy-disconfirmation framework, Agyeiwaah, Adongo, Dimache and Wondirad carried out questionnaires towards guests in Hong Kong to report that customer satisfaction and customer loyalty are positively correlated (2016, pp. 73). Then further note that meeting personalized demand of consumers, paying attention to communication with consumers and a good customer relationship management is the most important factor to improve customer satisfaction.
Deng, Yeh and Sung made use of a hotel customer satisfaction index (H-CSI) model to conduct a survey towards 412 international travelers, they identify that past satisfaction study on hotel guests has ignored investigation on guest emotion, based on traditional studies to increase investigation on guest emotional contributes to a better estimation of customer satisfaction and behavior, which also helps to improve hotel management level and competitiveness (2013, pp.137).
Jiang and Zhang made use of quantitative research methods to explore Chinese tourists’ satisfaction towards hotels, they note that in addition to quality of service, price is one of the reasons affecting Chinese consumers’ satisfaction, while they also point out that consumers with different backgrounds are affected by different factors in terms
本论文由英语论文网提供整理,提供论文代写,英语论文代写,代写论文,代写英语论文,代写留学生论文,代写英文论文,留学生论文代写相关核心关键词搜索。