餐饮业论文：餐饮业顾客抱怨行动—非行动模型构建与应用的研究.docVIP

餐饮业论文：餐饮业顾客抱怨行动—非行动模型的构建与应用研究 【中文摘要】随着我国经济快速发展,居民收入水平不断提高,人们可支配的消费金额也在不断增多。同时,在新的消费理念的指引下,我国居民的餐饮消费观念也在不断更新,越来越多的人选择走出家门进行餐饮消费。但是由于餐饮服务的部分无形性、不可存储性、生产和消费的同时性以及顾客高度参与性等特点都使得餐饮服务业顾客抱怨的概率远远大于其他行业。餐饮单位必须加强对顾客抱怨的管理工作,而首要任务就是要建立起餐饮业顾客抱怨模型。论文通过文献研究法、因子分析法和描述性统计分析方法并且按照“行动—非行动”分类方法构建起了餐饮业顾客抱怨行动-非行动模型,并且对“非行动型”抱怨顾客进行了进步分类,这样可以使餐饮单位更好地理解本行业顾客怨的诱因和具体行为模式,有助于餐饮单位科学地进行顾客抱怨服务补救工作。首先,本文通过文献检索和访谈法探索出了诱导餐饮业顾客抱怨的影响因素并通过问卷调查方法让相关顾客运用里克特七维度评分方法对这些因素进行评分,接下来运用因子分析方法将这些影响餐饮业顾客抱怨的因素归纳为服务水平、产品情状、可视硬件和顾客自身四个方面。然后,本文通过实证方法分析了餐饮业顾客抱怨各种行为模式的表现、产生原因等,由此构建起了餐饮业顾客抱怨行动-非行动模型。同时,本文通过深入研究将“非行动型”的餐饮业抱怨顾客进行了进一步分类,分为了无奈忠诚型、期待忠诚型、理解忠诚型和无反应退出型四种顾客类型,进一步完善了“非行动型”抱怨顾客行为模式。最后,将餐饮业顾客抱怨行动-非行动模型应用到餐饮业顾客抱怨服务补救中去,可以有效帮助餐饮单位正确识别餐饮业顾客抱怨诱因、行为模式等,这样餐饮单位可以更加科学地开展抱怨顾客的服务补救工作,提升自身处理顾客抱怨行为的能力,实现良好的“商顾”关系,赢得顾客长久忠诚。 【英文摘要】With Chinese rapid economic development and income level’s rising, consumers’ payments are increasing fastly. Meanwhile, under the guidance of new consumption concept, the consumption concept of our residents is continuously updated, more and more people choose the catering consumption outside their homes. However, as part of the intangible nature, the simultaneous production and consumption of catering, that makes the probability of catering customer complaint higher than other industry抯. Catering units must strengthen the management of customer complaints and the most important task is establishing catering customer complaints model.This paper successfully establishes the catering customer complaints model based on action-not action perspective through literature research, factor analysis and descriptive statistical analysis method. The model can help the catering units better understand customer complaints behavior incentives and help it carry out scientific methods to conduct the service recovery work. Firstly, this paper studies the factors influencing catering customer complaints behavior by literature search and interview method, then this paper lets related customers to complete the questionnair