文献类型：期刊文献

英文题名：Guest-Defined Hotel Service Quality and Its Impacts on Guest Loyalty

作者：Luo, Zhenpeng[1];Qu, Hailin[2,3]

第一作者：罗振鹏

通讯作者：Luo, ZP[1]

机构：[1]Beijing Union Univ, Inst Tourism, Bei Si Huan Dong Lu 99, Beijing 100101, Peoples R China;[2]Oklahoma State Univ, Sch Hotel & Restaurant Adm, Stillwater, OK 74078 USA;[3]Sun Yat Sen Univ, Business Sch, Guangzhou, Guangdong, Peoples R China

第一机构：北京联合大学旅游学院

通讯机构：[1]corresponding author), Beijing Union Univ, Inst Tourism, Bei Si Huan Dong Lu 99, Beijing 100101, Peoples R China.|[1141732]北京联合大学旅游学院;[11417]北京联合大学;

年份：2016

卷号：17

期号：3

起止页码：311-332

外文期刊名：JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM

收录：;Scopus(收录号：2-s2.0-85032070214);WOS:【SCI-EXPANDED(收录号:WOS:000382394000005)】；

语种：英文

外文关键词：China's hotel industry; hotel service quality; revisit intention; satisfaction word of mouth

摘要：Quality of service is more difficult to define, measure, and manage than manufacturing products due to the unique characteristics of services. This study explores the dimensions of service quality in the hotel industry, using the Free-listing method, and its impacts on guest satisfaction, word-of-mouth communication, and revisit intention. To accomplish this task, 600 questionnaires were delivered to guests in three-star to five-star hotels in Beijing by five undergraduate students; 430 valid responses were collected. Three satisfiers and seven dis-satisfiers for hotel services were identified, and a Hotel Guest Loyalty Model was also identified with ideal goodness-of-fit indices. Further, significant differences in satisfaction and word-of-mouth between Chinese and Western hotel guests were identified, indicating that Westerners were more satisfied with service quality than do Chinese guests, and Westerners showed a higher word-of-mouth intent than do Chinese guests, which is against previous findings by other researchers.