酒店服务提供选择中的服务质量维度：人机交互服务与自助服务技术的比较

IF 2.9 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality & Tourism Administration Pub Date : 2021-06-07 DOI:10.1080/15256480.2021.1935392

Soonae Park, David J Kwun, Jeong-Yeol Park, Diego Bufquin

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引用次数: 10

摘要

摘要本研究旨在探讨人际互动服务(HIS)与自助服务技术(SST)在顾客服务品质评价上的异同。本研究以可靠性、胜任力、效率、有形性、享受性五个维度来建构服务品质的概念，并将其应用于HIS与SST。假设这些维度对顾客满意度和服务忠诚度有影响。如上所述，两种服务提供选项在关系中的调节作用也是假设的。结果显示，可靠性、胜任力、效率和享受正向影响顾客满意，进而增加顾客忠诚度。此外，当顾客在酒店接受HIS时，顾客满意度与忠诚度之间的关系更强。在本研究的主体部分提供了详细的含义。

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Service Quality Dimensions in Hotel Service Delivery Options: Comparison between Human Interaction Service and Self-Service Technology

ABSTRACT The purpose of this study was to examine the similarities and differences of customers’ service quality evaluations between human interaction service (HIS) and self-service technology (SST). This study conceptualizes the service quality construct with five dimensions (i.e., reliability, competence, efficiency, tangibility, and enjoyment) that can be applied in HIS and SST. Such dimensions are hypothesized to have influences on customer satisfaction and service loyalty. The moderating effect of the two service delivery options in the relationships, as mentioned above, is also hypothesized. Results indicate that reliability, competence, efficiency, and enjoyment positively influence customer satisfaction, which increases loyalty. In addition, the relationship between customer satisfaction and loyalty is stronger when customers receive HIS in hotels. Detailed implications are provided in the main body of this research.

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来源期刊

International Journal of Hospitality & Tourism Administration HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

6.30

自引率

8.60%

发文量

期刊介绍： The International Journal of Hospitality & Tourism Administration is an applied, internationally oriented hospitality and tourism management journal designed to help practitioners and researchers stay abreast of the latest developments in the field as well as facilitate the exchange of ideas. The journal addresses critical competency areas that will help practitioners be successful in this growing field now and into the future. An exciting and challenging international forum, the journal reflects current happenings and trends in the industry.