Hotel Quality of Service on Operational Performance: The Mediating Effects of Service-Dominant Logic

• Main Authors: Yu-Ting Dong, 董育婷
• Other Authors: Jia Jeng Hou
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/96253956408676273529

碩士 === 國立嘉義大學 === 企業管理學系 === 101 === In recent years, hoteliers that emphasize service are more aspect the quality of service as an important criterion for measuring performance. In so many years of use in quality of service, Vargo &; Lusch (2004) present Service-dominant Logic. They not only developed the hotel quality of service, but also added more dimensions in Service-dominant Logic. They expect to be able to bring a broader measure of corporate enterprise performance standards. In this study, I use the most important element to service industry – customer loyalty degree and customer satisfaction degree as an operational performance measure. In view of the above, I derivate some dimensions from Vargo &; Lusch (2007)　that presented the ten foundational premises of Service-dominant Logic. Also I based on the ten foundational premises and other literatures to develop three operable and specific dimensions: value co-creation, quality of services, and value of experience. Then I used hotel quality of service, the three dimensions, and operational performance (customer loyalty degree and customer satisfaction degree) to design a questionnaire survey. From the questionnaire survey, we will know how Service-dominant Logic influence hotel quality of services to operational performance. To validate the three major hypotheses which were developed by the current study, the statistics software of SPSS and AMOS were used. This study developed three hypotheses, and the results of the statistical analyses were summarized as follow. Firstly, Hotel quality of service was found to be positively related with operational performance. Secondly, Service-dominant Logic was complete mediation to Hotel Quality of Service and Operational Performance. Finally, we look forward to the future for the hotel industry to provide a wider range of measurement index for corporate performance, and closer to today's hotel industry.