Publication in refereed journal
香港中文大学研究人员 ( 现职)
| 谢静忆教授 (酒店及旅游管理学院) |
| 董何淑贞教授 (市场学系) |
全文
| 数位物件识别号 (DOI) http://dx.doi.org/10.1177/1938965509338453 |
引用次数
Web of Sciencehttp://aims.cuhk.edu.hk/converis/portal/Publication/20WOS source URL
其它资讯
摘要An analysis of 168 critical incidents of service success or failure for seventeen hotels in Hong Kong found that the most common critical incident involved a hotel employee responding to a guest request. That stands in contrast to an earlier study conducted in Western hotels that identified service recovery as the most common critical incident. The analysis is based on interviews with fifty-six front-desk employees in a diverse group of Hong Kong hotels. When it came to service recovery, hotels in Hong Kong were inclined to apply compensatory responses, while earlier studies found that Western hotels favored corrective responses, even when customers preferred compensation. The comparison of Western studies with those of Hong Kong highlight cultural differences with regard to service. One particular difference was employees' assessment of the source of customer dissatisfaction. Whereas respondents in Western studies seemed to cite external causes, the delivery system, or the customers themselves for customer dissatisfaction, the respondents in the Hong Kong study uniformly blamed themselves.
着者Tse ECY, Ho SC
期刊名称CORNELL HOSPITALITY QUARTERLY
出版年份http://aims.cuhk.edu.hk/converis/portal/Publication/2009
月份11
日期1
卷号50
期次4
出版社SAGE Publications (UK and US)
页次460 - 474
国际标準期刊号1938-9655
语言英式英语
关键词critical incident technique; customer satisfaction; Hong Kong hotels; service failure; service recovery
Web of Science 学科类别Business & Economics; Hospitality, Leisure, Sport & Tourism; HOSPITALITY, LEISURE, SPORT & TOURISM; Management; MANAGEMENT; Social Sciences - Other Topics; Sociology; SOCIOLOGY
