文献类型：期刊文献

中文题名：基于在线点评的中外高端度假酒店服务质量比较研究——以三亚为例

英文题名：A Comparative Study of Service Quality between the Domestic and Foreign Luxury Resort Hotels Based on Online Customer Reviews: With Sanya as a Case

作者：肖轶楠[1]

第一作者：肖轶楠

机构：[1]北京联合大学旅游学院

第一机构：北京联合大学旅游学院

年份：2016

卷号：34

期号：6

起止页码：129-135

中文期刊名：海南大学学报：人文社会科学版

收录：国家哲学社会科学学术期刊数据库;CSSCI:【CSSCI2014_2016】；

基金：北京高等学校青年英才计划项目(YETP1749)

语种：中文

中文关键词：在线点评;高端度假酒店;服务质量多层次结构模型;比较研究;三亚

外文关键词：online review;luxury resort hotel;hierarchical modelof service quality;comparative study;Sanya

摘要：采用语义分析技术,以三亚高端度假酒店为对象,以服务质量多层次结构模型为理论基础,对携程网宾客在线点评进行内容分析,建立高端度假酒店服务质量评价指标体系,并对中外品牌度假酒店服务质量顾客感知评价进行比较分析。国内外品牌高端度假酒店在整体表现上差异不大,本土酒店略微胜出。在环境质量、交互质量和结果质量评价对比上,双方存在一些共同问题,也各有千秋和不足。共同问题主要表现在酒店对外的交通便利性、前台服务、餐饮服务、客房设施以及客房舒适度五个方面。国际品牌酒店在礼宾部服务员的态度方面要加强培训和管理;本土品牌酒店在客房清扫效果上要加强检查力度,在私域海滩卫生管理和SPA服务方面要更多向国际品牌酒店学习。
With the semantic analysis,the study analyzes the online customer reviews for the luxury hotels in Sanya that are posted on Ctrip according to the Service Quality Hierarchical Model. Furthermore,an evaluation index system for service quality in luxury resort hotels is established to comparatively analyze the customer experience reviews for service quality in the domestic and foreign brand resort hotels. Generally,the differences are not obvious between the domestic and foreign luxury resort hotels,and the domestic ones perform a little better.Common problems,mainly involving the convenience of the hotel location,receptionservice,food service,room equipment and room comfort,exist in environmental quality,communicative quality and completion quality,and these hotels have their own merits and flaws though. The international brand hotels are suggested to strengthen the training and management for the attitudes of the reception staff while the domestic ones should strengthen the inspection on the effect of room cleaning,and acquire more experience from the international ones in the sanitation management of private beach and SPA service.