CAJ | 학술논문

面对激烈的市场竞争和日趋个性化的顾客需求,更好地让顾客实现自我的体验价值已成为了优质度假酒店服务的关键核心。因此,正确地识别顾客在入住度假酒店体验过程中所期望的各项体验期望要素,对于度假酒店完善酒店服务绩效和提高企业市场竞争实力至关重要。基于前人对顾客价值和顾客体验理论研究,辨析了顾客体验和顾客价值之间的关系,并结合度假酒店的服务消费特点,以及霍尔布鲁克的＂顾客体验价值＂理论研究框架,运用定性研究和定量研究相结合的多元研究法系统,构建并验证了度假酒店服务体验质量评价体系。
면대격렬적시장경쟁화일추개성화적고객수구,경호지양고객실현자아적체험개치이성위료우질도가주점복무적관건핵심。인차,정학지식별고객재입주도가주점체험과정중소기망적각항체험기망요소,대우도가주점완선주점복무적효화제고기업시장경쟁실력지관중요。기우전인대고객개치화고객체험이론연구,변석료고객체험화고객개치지간적관계,병결합도가주점적복무소비특점,이급곽이포로극적＂고객체험개치＂이론연구광가,운용정성연구화정량연구상결합적다원연구법계통,구건병험증료도가주점복무체험질량평개체계。
Resort hotels provide ample opportunities foi＂ guests to relax in picturesque surroundings. However, there emergence represents a trend, in addition to satisfying the need for products and services that cater to the physical self, the hotel also becomes a medium through which the consumer＇ s expression of dynamic and multiple selves can be sustained and communicated. In an attempt to better explore the nature of customer experience in resort hotel, this study developed and tested an evaluation model of service experience quality in resort hotel setting based on Holbrook＇ s experiential value categories. This study used a qualitative approach to identify the items of resort hotel experience, and then a main quantitative approach to test the evaluation model. The results of this study supported all of hypothesized relationships in the model. This study not only filled the gaps in customer experience researches, but also had some contributions to resort hotel management.