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首页> 外文期刊>International journal of production economics >Innovative service satisfaction and customer promotion behaviour in the Chinese budget hotel: an empirical study
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Innovative service satisfaction and customer promotion behaviour in the Chinese budget hotel: an empirical study

机译：中国经济型酒店的创新服务满意度和顾客晋升行为的实证研究

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The paper studies the role and influence of operational capability and competitive market drivers required for satisfying customers with innovative service that encourages customer promotion behaviour in the Chinese context. Based on inside out and outside in strategies that include both resource based view and market priorities, the study develop models to match innovative service satisfaction with customer promotion behaviour. We captured the importance of operational capability drivers on innovative service satisfaction, market priority drivers on customer promotion behaviour and the match between innovative service satisfaction and customer promotion behaviour using three models. We carried out an empirical survey to validate our three models and hypotheses. We find operational capability drivers such as physical product, staff attributes and services have positive relationship with innovative service satisfaction. In terms of market priority drivers' budget hotels have to concentrate on location and image. Finally, we find that budget hotel can be successful if it is able to convert service satisfaction to increase customer promotion behaviour. The major contributions of this study are to propose models integrating consumer behaviour and service operations literature and to validate our innovative service satisfaction and customer promotion behaviour models in the Chinese budget hotel context. (C) 2015 Elsevier B.V. All rights reserved.
机译：本文研究了在中国背景下鼓励创新的服务来满足客户需求的运营能力和竞争性市场驱动因素的作用和影响。该研究基于由内而外的策略（包括基于资源的观点和市场优先级），开发出模型来使创新的服务满意度与客户促销行为相匹配。我们使用三种模型来把握运营能力驱动因素对创新服务满意度的重要性，市场优先驱动因素对客户促销行为的重要性以及创新服务满意度和客户促销行为之间的匹配的重要性。我们进行了一项实证调查，以验证我们的三个模型和假设。我们发现诸如实物产品，员工素质和服务等运营能力驱动因素与创新的服务满意度有着积极的关系。在市场优先方面，驾驶员预算酒店必须专注于位置和形象。最后，我们发现经济型酒店如果能够转换服务满意度以增加客户促销行为，则可以取得成功。这项研究的主要贡献是提出了结合消费者行为和服务运营文献的模型，并在中国经济型酒店环境下验证了我们创新的服务满意度和顾客促销行为模型。 （C）2015 Elsevier B.V.保留所有权利。

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