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首页> 外文会议>International Conference on Tourism and the New Asia; 20060809-12; Beijing(CN) >SOME NEW THOUGHTS IN RESEARCHING CONSUMER SATISFACITON: AN EXTENSION OF HERZBERG'S MOTIVATOR AND HYGIENE FACTOR THEORY
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SOME NEW THOUGHTS IN RESEARCHING CONSUMER SATISFACITON: AN EXTENSION OF HERZBERG'S MOTIVATOR AND HYGIENE FACTOR THEORY

机译：消费者满意度研究的一些新思路：赫兹伯格的激励因子和卫生因子理论的扩展

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The paper reports the empirical findings of guest satisfaction by extending Herzberg's Motivator and Hygiene Factor Theory. It explores guest satisfaction dimensions and the service attributes that can be termed as satisfiers/ motivators and dissatisfiers/hygiene factors. Data collection is conducted using in-depth interviews, which involved 29 guests who stayed at ecolodges in Sabah, Malaysia. The findings reveal that guest satisfaction measurement can be interpreted into two facets. The empirical evidence reveals that guest satisfaction dimensions can be divided into four categories: a) personal experience (natural environment and experiences, lodge environment), b) social activities (riverboat cruise, jungle walk, and group dynamic), c) performance of guide and boatman (knowledge, experience and skills), and d) instrumental (lodge/room). Interestingly, the instrument of lodge/room is regarded as meeting the expectations and minimum standards of the guests that did not contribute to or influence the guest satisfaction level. Dissatisfaction dimensions are sourced from different sets of constructs and are related to environmental degradation, the operation of the riverboat cruise, the lodge/room maintenance, and facilities. This means that there are two different motivational forces that determine guest satisfaction, via two different continua. Satisfiers are constructs related to personal experiential aspects derived from the natural environment and attractions, physical sites and leisure activities. Dissatisfiers are constructs related to the performance and availability of facilities, amenities and maintenance in the ecolodge context. This seems to indicate that guest satisfaction is a two-dimensional measurement that corresponds well to Herzberg's theory. This theory is capable of informing the two distinct constructs and of expressing service quality dimensions in a more meaningful way as satisfiers and dissatisfiers; this is a better way to address human satisfaction compared to expectancy disconfirmation and service quality theory as both of these theoretical underpinning are driven by product and services. The paper provides the advancement and broad application of Herzberg's theory to further understand guest satisfaction.
机译：通过扩展Herzberg的动机和卫生因素理论，本文报告了客人满意度的实证研究结果。它探讨了客人满意度的维度和可被称为满意度/激励因素和不满意度/卫生因素的服务属性。数据收集是通过深入访谈进行的，其中有29位在马来西亚沙巴的生态旅馆住过的客人。调查结果表明，客人满意度测评可以解释为两个方面。经验证据表明，客人满意度的维度可以分为四类：a）个人经历（自然环境和经历，住宿环境），b）社会活动（乘船游览，丛林漫步和团体动态），c）向导的表现和船夫（知识，经验和技能），以及d）有帮助的（住所/房间）。有趣的是，旅馆/房间的工具被认为满足了对客人的期望和最低标准，而这些期望和最低标准没有助长或影响客人的满意度。不满意维度来自不同的构造集，并且与环境退化，河船巡游的操作，旅馆/房间维护以及设施有关。这意味着通过两种不同的连续性，可以通过两种不同的动力来确定客人的满意度。满足者是与来自自然环境和景点，体育场所和休闲活动的个人体验有关的结构。不满意之处是与生态小屋环境中设施，便利设施和维护的性能和可用性相关的结构。这似乎表明客人满意度是一个二维测量，与Herzberg的理论非常吻合。这种理论能够告知两个截然不同的结构，并且能够以更令人满意和更令人满意的方式表达服务质量的维度；与预期不肯定和服务质量理论相比，这是解决人类满意度的更好方法，因为这两个理论基础都是由产品和服务驱动的。本文为进一步了解客人满意度提供了赫兹伯格理论的发展和广泛应用。

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