The Influence of the Customers Involvement on the Service Quality and Relationships Quality about Hotel: A Case Study of the Tourist Hotels in Taiwan.
碩士 === 大葉大學 === 事業經營研究所碩士在職專班 === 97 === Relationship marketing can develop good relationship quality between customers and hotels, can increase customers’ purchase frequency,and can build competition advantages of hotels. Different customer involvement will result in changes of custom-ers’ concept...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2009
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| Online Access: | http://ndltd.ncl.edu.tw/handle/52597834635775299716 |
| Summary: | 碩士 === 大葉大學 === 事業經營研究所碩士在職專班 === 97 === Relationship marketing can develop good relationship quality between customers and hotels, can increase customers’ purchase frequency,and can build competition advantages of hotels. Different customer involvement will result in changes of custom-ers’ concept of service quality. To attempt to be competitive in the Taiwan tourist hotel market, hotels should understand the relations among customer involvement, service quality and relationship quality.
The purpose of this study is to investigate influences of customer involvement on hotel service quality and relationship quality in Taiwan. The subjects of this study were customers who had consuming experiences in tourist hotels in Taiwan. The findings are as follows:
1. The service quality of tourist hotels has a positive influence on customers’ relationship quality.
2. The customer involvement will influence tourist hotels on relationships between service quality and relationship quality.
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