当代经济管理
噹代經濟管理
당대경제관리
Contemporary Economic Management
2013年
9期
29~35
,共null页
顾客价值 顾客满意 经济型饭店
顧客價值 顧客滿意 經濟型飯店
고객개치 고객만의 경제형반점
customer value ; customer satisfaction; budge hotel
在梳理顾客价值和顾客满意相关研究的基础上，结合经济型饭店自身的特点，构建了经济型饭店的顾客价值体系和基于顾客价值的经济型饭店顾客满意驱动模型，并对该模型进行了验证。验证结果表明，经济型饭店的顾客价值包含客房产品、基本服务、情感关系、地理位置和物有所值5个因素，这5个因素对顾客满意的形成具有积极的影响．且影响力存在差异。文章揭示了经济型饭店中顾客价值的结构内涵及其对顾客满意的影响机理。对经济型饭店开发价值驱动型顾客满意战略具有启示意义。
在梳理顧客價值和顧客滿意相關研究的基礎上，結閤經濟型飯店自身的特點，構建瞭經濟型飯店的顧客價值體繫和基于顧客價值的經濟型飯店顧客滿意驅動模型，併對該模型進行瞭驗證。驗證結果錶明，經濟型飯店的顧客價值包含客房產品、基本服務、情感關繫、地理位置和物有所值5箇因素，這5箇因素對顧客滿意的形成具有積極的影響．且影響力存在差異。文章揭示瞭經濟型飯店中顧客價值的結構內涵及其對顧客滿意的影響機理。對經濟型飯店開髮價值驅動型顧客滿意戰略具有啟示意義。
재소리고객개치화고객만의상관연구적기출상，결합경제형반점자신적특점，구건료경제형반점적고객개치체계화기우고객개치적경제형반점고객만의구동모형，병대해모형진행료험증。험증결과표명，경제형반점적고객개치포함객방산품、기본복무、정감관계、지리위치화물유소치5개인소，저5개인소대고객만의적형성구유적겁적영향．차영향력존재차이。문장게시료경제형반점중고객개치적결구내함급기대고객만의적영향궤리。대경제형반점개발개치구동형고객만의전략구유계시의의。
This paper, based on reviewing the related study of customer value and customer satisfaction budget hotels, builds a customer-value system and a on-driven model for budge hotels, and combining the characteristics of and tests the model. The result shows that the customer value of budget hotels consists of room facilities, basic service, relationship, location and good value for money. These factors have different and positive effects on customer satisfaction. The paper also demonstrates the structure connotation of customer value and its influence mechanism on customer satisfaction in budget hotels, having inspiration for budget hotels to develop value-driven customer satisfaction strategies.
