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Title:Hospitalityservicefailures:Whowillbemoredissatisfied?Resource:InternationalJour...
Title: Hospitality service failures: Who will be more dissatisfied?
Resource: International Journal of Hospitality Management, In Press, Corrected Proof, Available online 26 May 2006
Author: Haksin Chan, Lisa C. Wan and Leo Y.M. Sin
Abstract: This research examines consumer responses to process and outcome failures in two hospitality settings, a hotel and a restaurant. Converging evidence from two experiments indicates that dissatisfaction with service failures reflects the joint influence of failure type and value orientation. Specifically, a face-conscious value that emphasizes a positive public self-image has an aggravating effect on dissatisfaction, and the effect is stronger for process failures. In contrast, a fate-submissive value that conduces fatalistic thinking has an attenuating effect on dissatisfaction, and the effect is stronger for outcome failures. These results have broad implications for hospitality research and practice, especially in the areas of service quality management and target marketing. 展开
Resource: International Journal of Hospitality Management, In Press, Corrected Proof, Available online 26 May 2006
Author: Haksin Chan, Lisa C. Wan and Leo Y.M. Sin
Abstract: This research examines consumer responses to process and outcome failures in two hospitality settings, a hotel and a restaurant. Converging evidence from two experiments indicates that dissatisfaction with service failures reflects the joint influence of failure type and value orientation. Specifically, a face-conscious value that emphasizes a positive public self-image has an aggravating effect on dissatisfaction, and the effect is stronger for process failures. In contrast, a fate-submissive value that conduces fatalistic thinking has an attenuating effect on dissatisfaction, and the effect is stronger for outcome failures. These results have broad implications for hospitality research and practice, especially in the areas of service quality management and target marketing. 展开
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标题:饭店服务失败:谁会更不满意吗?
来源:国际酒店管理杂志》,出版中树立正确的择业观,证明,2006年5月26日在网上
作者:Haksin陈,Y.M.湾和里奥莉莎之罪
文摘:本研究调查消费者反应过程及其结果失败设置两个好客、酒店和餐馆。集聚的证据来自两个实验表明,服务失败反映了不满的联合影响失效和价值取向。具体地说,一个face-conscious价值,强调正面的公共形象的影响有一个恼人的不满,而且效果较强的过程失败。相反,一个fate-submissive宿命思想价值有助于一个衰减影响的不满,而且效果更强的结果失败。这些结果具有更广泛的意义好客的研究与实践中,特别是在地区的服务质量管理和目标市场
来源:国际酒店管理杂志》,出版中树立正确的择业观,证明,2006年5月26日在网上
作者:Haksin陈,Y.M.湾和里奥莉莎之罪
文摘:本研究调查消费者反应过程及其结果失败设置两个好客、酒店和餐馆。集聚的证据来自两个实验表明,服务失败反映了不满的联合影响失效和价值取向。具体地说,一个face-conscious价值,强调正面的公共形象的影响有一个恼人的不满,而且效果较强的过程失败。相反,一个fate-submissive宿命思想价值有助于一个衰减影响的不满,而且效果更强的结果失败。这些结果具有更广泛的意义好客的研究与实践中,特别是在地区的服务质量管理和目标市场
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