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大学工商管理论文 文化不同对酒店服务质量体会之作用研究

日期:2021-10-07 17:14:55 作者: 点击次数: 所属栏目:工商管理论文

  Chapter摘要 1 Introduction。

  1.1 Background and Purpose of the大纲 Study。

  By大学 the year 2010,multinational companies have controlled approximately half ofthe world’s assets. Many 翻译companies that were identified as companies such asMacDonald’s,某企业的分析,Wendy范文’s,Holiday Inns and others范围 have saturated the Chinese market.Holiday Inn,某企业的分析,for范文 example,entered the European market开题 in 1968,某企业的分析,the Asian market in1973 and the Chinese market in 1984. Globalization of the hotel industry hascontinued since that time and has greatly increased over the last ten years. There aremany benefits of international expansion. Additional growth or expansion addedrevenues or profits which lead to improved return on investment附录 were reported as thegreatest benefits. Other benefits cited included larger market penetration and thusmore market share. In addition,某企业的分析,a greater name recognition and an internationalidentity are also advantageous to the company.模板 These benefits are undoubtedly mostfavorable; however,企业以企业为例,international expansion has exposed the Chinese hospitalitycompanies to groups of multicultural consumers. The rapid global development of thehospitality industry has made it important for multinational corporations选题 to be able tofunction profitably in foreign environments.。

  Globalization has课题 also created a demand for competent and qualified globalmanagers. Global managers are expected to successfully interact with people fromvarious cultures and more importantly to be able to understand more than thedomestic market,某企业的分析,both in managing their properties and in marketing their products.Almost any book选题 about running a business states the cardinal requirement forentrepreneurial success,企业以企业为例,know your customers. Meeting and responding to the needsof customers专科 from different cultures is a prerequisite for global managers’ success.Internationally,某企业的分析,as competition and customer sensitivity intensifies方向,企业以企业为例,lodging providersare becoming increasingly concerned with the quality of their service offerings.Hotels with poor services have difficulties succeeding in the area of marketing nomatter how attractive their advertising may be or how many sales calls their salespersonnel格式 may make. Aggressive advertising and sales promotions only persuademore people to experience poor service and learn to avoid the hotel in the future.Many hoteliers have recognized this reality and as a result they find providinghigh-quality service is increasingly seen as a determining factor in the success of theirproperties.。

  1.2本科 Organization of the Study。

  This thesis本科 consists of six chapters,某企业的分析,chapter one introduces in brief thebackground of the current study and the research purpose. Chapter two offers格式 theliterature review on service quality perception; definitions of culture and culturetheory proposed by some researchers; relationship between culture and service qualityperception. In this chapter,企业以企业为例,Hofstede’s cultural dimensions is presented as选题 theframework for the understanding of cultural difference. In Chapter three,企业以企业为例,fivehypotheses are developed based on severe reasoning. The hypotheses reflect thecorrelation of service quality dimension and its influencing factors in the contexts ofAmerican and Chinese cultures. Chapter模板 four touches upon the current study in whichsubjects,企业以企业为例,instrument答辩,data collection are explained选题 in detail. The data analysis of theempirical study is presented in Chapter five. Chapter six is a concluding chapter. Theconclusion and limitations of the present study are illustrated and future researchdirections are also discussed here. Based on the comparative analysis,某企业的分析,the authorprovides suggestions accordingly for international marketers wanting to promoteservice quality in Chinese and American markets.方向。

  .........附录。

  Chapter翻译 2 Literature Review。

  2.1方向 Culture and Cultural Theories。

  E. B. Taylor大专,a famous anthropologist本科,企业以企业为例,defined culture as a函授 complex whole whichincludes knowledge,某企业的分析,beliefs模板,art自考,morals自考,law摘要,custom格式,and any other提纲 capabilities andhabits acquired by individuals as members of a society. Bates and Plog 1990proposed a descriptive definition that includes most of the major territories of cultureon which scholars currently agree that Culture is a system of shared beliefs,某企业的分析,values本科,customs开题,behaviors文献,and artifacts方向 that the members of a society use to cope with theirworld with one another,某企业的分析,and that are transmitted from翻译 generation to generationthrough learning. Since then,某企业的分析,culture电大 has become an extremely important terms andanthropological research subject. In 1950s,企业以企业为例,American anthropologists Kluckhohn1967 had a comprehensive analysis from more函授 than 160 kinds of culture definitionby each discipline under the well-known scholars. Finally,某企业的分析,they gave怎么 culture acomprehensive definition,某企业的分析,Culture is present in a variety of implicit and explicitpatterns among the symbolic use of learning and dissemination of human populationsand答辩 constitute special achievements,企业以企业为例,these achievement include a variety of specificdesigned附录 manufacturing goods; the basic elements of culture is the traditional ideasand values,某企业的分析,especially the most important values. This definition was accepted bymany modern英文 western scholars.Synthesize cultural anthropology research,企业以企业为例,we can find the word Culture hasbroad and附录 narrow levels of definition. Culture in its broad sense,企业以企业为例,refers目录 to the humanspossess,某企业的分析,and other social species范文 lack,某企业的分析,that is the basic distinction between附录 humanbeings and animals,某企业的分析,such企业 as language,knowledge模板,habits课题,企业以企业为例,thoughts翻译,beliefs电大,art翻译,technology提纲,企业以企业为例,rules范文,etiquette大学,etc. The narrow sense摘要 of culture,企业以企业为例,refers to a uniquelifestyle方向 which is developed by a。

  society adapting to the翻译 natural andsocial environment,企业以企业为例,pursuing stable life选题 and descendants multiplied.。

  2.2 Service大全 Quality。

  The concept of service quality怎么 coming from the initial marketing areas,某企业的分析,is theextension of the concept of tangible product quality. From the quality翻译 of service hasbeen put forward,某企业的分析,scholars have been conducted on the concept of service qualityresearch模板,企业以企业为例,but so far there is no accepted definition. Conduct research on quality ofservice history can be divided选题 into three stages,某企业的分析,1 The initial大学 stage before 1985,某企业的分析,In this专科 period,studies on the quality of theservice is mainly提纲 defined quality of service management in the basic concepts.The most influential is the customer perceived service quality put forward by Finlandscholar Gronroos in 1982,某企业的分析,and put service quality into the technical下载 quality andfunctional quality,某企业的分析,he pointed out the quality of service is the result of the comparisonof customer expectations and actual自考 experiences. In addition,企业以企业为例,Sasser 1978 pointedout that the quality of service is a consumer service satisfaction determined byconsumer service experience and service expectations; Lehtinen 1991 divided thequality into the发表 physical quality,某企业的分析,the interaction 大纲quality and company image quality.。

  Chapter 3 Hypothesis Development.....................................大纲 20。

  3.1 Power Distance and service quality ..................................................函授 20。

  3.2 Uncertainty Avoidance自考 and service quality ....................................... 21。

  3.3 Individualism and service quality .................................................模板 22。

  Chapter 4 Research Methodology.......................................................摘要 27。

  4.1 Questionnaire Design........................................电大 27。

  4.2 Data Collection ...............................答辩 28。

  4.3 Method and Procedure ............................选题 29。

  Chapter文献 5 Data Discussion......................30。

  5.1 Descriptive Analysis翻译 ........................................... 30。

  5.2 Validity and Reliability ....................................提纲 31。

  Chapter大学 5 Data Discussion。

  5.1 Descriptive方向 Analysis。

  The result of the investigation reveals that most 55.6 percent of the Chineseconsumers who receive the questionnaire are males; 52.4 percent of Chineserespondents are 20-29 years old; 32.4 percent are college graduates; 52.3 percent areunmarried. 34.3 percent文献 of the Chinese are business travelers,企业以企业为例,and among these 25.9percent are employed in the service industry; 49.5 percent are entry-level翻译 personnel,某企业的分析,and 14.4 percent are executives. 35.2 percent have chosen the hotel下载 due to thearrangement of the company,某企业的分析,while 21.8 percent have chosen the hotel because ofthe service.Most of the American consumers 80 percent who receive the questionnaire aremales选题,企业以企业为例,38 percent are aged 30-39 years; 35 percent are college专科 graduates; 60 percentare married; 43 percent are business travelers,企业以企业为例,and 21 percent are employed in theservice industry. 44 percent are medium level executives. 31 percent发表 of the Americantravelers chose the hotel due to the service,某企业的分析,followed by 22 percent that chose thehotel because of the arrangement of the company.大纲。

  5.2 Validity and英文 Reliability。

  This research uses confirmatory factor analysis CFA to analyze and test theeffect摘要 of implementation. The purpose of this stage of the analysis is to identify andeliminate poorly performing items for the reflective measures and find thatGFI=0.883 and AGFI=0.85 in Chinese questionnaire,某企业的分析,and 答辩GFI=0.83 and AGFI=0.8 inAmerican questionnaire. All figures are larger than 0.8. The T-values of the 24 itemsin SERVQUAL table fall in the range between 13.28 and 16.49. All T-values arehighly significant,企业以企业为例,meaning the proper distribution of all data with effectiveimplementation. The scale’s Cronbach α=0.93 in China ques大学tionnaire,企业以企业为例,and Cronbach’s0.88 in American questionnaire indicates that all items of the scale自考 are highlyconsistent,企业以企业为例,are suitable for inclusion into自考 analysis,企业以企业为例,and are自考 highly reliable.。

  5.3开题 Research Findings。

  The research findings of Chinese and American consumers’ views toward fiveevaluation dimensions of service quality in the international hotel and 24 evaluationfactors of service quali函授ty in the international hotel.It finds significant differences with respect to Chinese and American consumers’evaluation factors of overall service quality in the international hotel. The averagevalues are respectively 6.2 and 5.9,企业以企业为例,which reveal that Chinese and Americanconsumers all value overall serv格式ice quality in the international hotel. Chineseconsumers are more concerned about overall service quality than Americanconsumers shown in table 8.。

  .............范围。

  Chapter 6 Conclusion and自考 Suggestion。

  The major research findings of the questionnaire发表 investigation are as follows,企业以企业为例,coming目录 from different cultures,某企业的分析,Chinese and American consumers exhibit somesignificant differences in their evaluation and cognition of international hotel servicequality.China’s culture features a moderately strong power distance orientation. Chineseconsumers concern reliability more than American翻译 consumers do. Among thefactors,某企业的分析,with regard to the factor of fulfilling promises to custo怎么mers within thespecified,企业以企业为例,Chinese and American consumers have no significant difference. Thereason might be in that Chinese value a solemn promise and consider maintaining asmooth relationship with others i怎么s important. Once one promises something,某企业的分析,heshould keep the promise accurately. American模板 consumers are impatient with time andthey cannot stand waiting. As to the factor of keeping error-free records,某企业的分析,Americanconsu开题mers value the point more than Chinese consumers do. The reason might be thatAmerican consumers are in the culture of individualism. Compared with Americanconsumers,企业以企业为例,Chinese答辩 consumers do not have sufficient individual confidence due totheir ethic of collectivism. With regard to perfect service,某企业的分析,Chinese consumers are notas strict as American consumers电大 influenced by individualism.。

  In China大全,an individual wouldexpect the hotel management to offer more stable surroundings to avoid本科 uncertainty.Therefore,某企业的分析,they would be more likely to ask the service personnel to offer assurance.Under the effect of uncertainty avoidance perspective函授,企业以企业为例,Chinese consumers are alsoinfluenced by their collectivism and long-term orientation perspective.企业 However,某企业的分析,compared with American选题 consumers with low uncertainty avoidance,企业以企业为例,this researchfinds no significant difference between the above two. Employees maintain a politeattitude to customers and Employees have enough professional knowledge下载 toanswer customers’ questions,某企业的分析,Chinese and American consumers提纲 have significantdifferences. This finding do not comply with the hypothesis of this research. Thereason might be that China has been a country of manners and ceremonies. Thus,某企业的分析,compared with American consumers模板,某企业的分析,they attach more value to the service personnel’smanner and attitude. Possession of adequate professional大学 knowledge is the conditionfor the service personnel to offer stable service,企业以企业为例,diminish the chance for the Chineseconsumers to detect uncertainty or risk格式 and further allow Chinese consumers to bemore concerned about this point than American consumers. As to the factor of Thehotel gives its customers a feeling of safety,企业以企业为例,American consumers place more valueon this point than Chinese consumers do. The above complies with the previousdeduction that China is under the culture of long-term orientation. With regard toEmployees’ service behaviors instill customers发表’ confidence,企业以企业为例,Chinese and Americanconsumers have no significant本科 difference,某企业的分析,which does not comply with the originaldeduction. The reason might be that under the effect电大 of their uncertainty avoidanceperspective,企业以企业为例,Chinese consumers generate confidence toward the service provider andthe sense of insecurity is thus reduced. Therefore发表,企业以企业为例,Chinese consumers tend to valuemore at this evaluation factor than American翻译 consumers do.。

  ...........范围。

  方向参考文献略。