飯店無形服務(wù)對賓客體驗過程質(zhì)量的影響研究——基于有形展示的視角.pdf

1、浙江大學碩士學位論文飯店無形服務(wù)對賓客體驗過程質(zhì)量的影響研究——基于有形展示的視角姓名：張海虹申請學位級別：碩士專業(yè)：旅游管理指導教師：呂建中20051201浙江火學碩士學位論文飯店無形服務(wù)對賓客體驗過程質(zhì)量的影響研究AbstractAsspiritualdemandhasbecomethedominantdemandofthehotelguests，theintangibleserviceintheservicepackageisbe

2、comingmoreimportantforhoteltoenhancethecompetitivepowerTheintangibilityofaservicepresentsabstractness，generatitymentalimpalpabilityandnon—searchabilitv，andtheguestsinclinetoseekthetangibleevidencesunderthecognitiverisksS

3、oitisfavoredtotaketheintangibleserviceembodiedwithtangibleevidencesandtopromotetheexperienceofprocessqualityforguestsBasedontheanalysis，usingdemonstrationmethodtesearchintotheinfluenceofintangibleservicetotheexperienceof

4、processqualitybaseduponthetangibleevidences111eresultofdemonstrationindicates：theintangibleservicecarlbeembodiedwiththetangibleevidences，andthedifferentintangibleservicehasdifferentmannersoftangibleevidences；thesocialfac

5、torsandthetangibleconununicationsCaninfluencetheexperienceofprocessqualityevidently；thesocialfactorsarethebestimportantinadvancedhotelsandthetangiblecommunicationsarethebestimportantineconomichotelS。Bringingforwardsomesu

6、ggestionsforcorporationsbasedontheresultsofanalysis：designingtheintangibleservicebasedonthespiritualdemandoftheguests；managingtheservicetangibleevidencesinpertinencybasedontheintangibleserviceandthedegreeofthehotel；payin