经济型酒店顾客关系利益对顾客满意的影响研究——以成都市连锁经济型酒店为例

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1、AbstractAStudyoftheImpactofRelationalBenefitsonCustomersSatisfactioninBudgetHotel-AnEmpiricalResearchonChengduChainBudgetHotelMajor：TourismManagementAuthor：DongtingTutor：ZhuhuaAbstract：1978，theyearof“reformandopeningup”，hasseenthedevelopmentoftourismandincreasesinbothdom

2、esticandintemationalbusinessactivities．111efirstJinjiangbudgethotelappearedinChinain1996．sincethen，thehotelindustryinthisrespecthasbeendevelopingrapidly；afterseveralyearsofhigh—speeddevelopment，theeconomicalhotelindustrybegantofaceexcessivecompetition，capitalchainrupture

3、，producthomogenization，andtherest．Thenitappearedmergersandacquisitionsamongdifferentbrands．Inthiscase，toretaincustomersSOthattoreducecustomerschumrate，thebudgethotelshouldestablish，developandmaintainanexchangerelationshipwimcustomers．asofwhichisthekeyinrelationshipmarket

4、ing．However,thetradingtheoryofeconomicstellsthattomaintainlong-termrelationships，bothpartiesmustobtainthecorrespondingbenefitsfromtherelationship．Customersbenefitsarethedrivingforceforthemtomaintainacloserelationshipwiththehotel．Inthisregard，knowingaboutwhatthebenefitare

5、andwhichbenefittheyvaluethemostisofpivotalimportanceforthehotel．Thispapertakestherelationalbenefittheoryinthechainbudgethotelindustryasastartingpoint．Thenitcombsthroughthepertinentdomesticandforeignliteratureabouttheeffectofrelationalbenefitsoncustomers’satisfaction，andu

6、sestherelativeresearchresultsforreferenceandthedevelopmentsituationsandfeaturesofchainbudgethotelinchinaforthepremiseofmyhypotheses．Customerrelationalbenefitsaredividedintothreedimensions：confidencebenefits，socialbenefits，specialtreatmentbenefits，andthecustomersatisfacti

7、onistakenastheoutcomevariables，genderastheregulatingvariables，toconstructtheresearchmodelinthispaper．AfterIII四川师范大学硕士学位论文theredesignandmodificationofthequestionnaire，datacollectedfromseveralchainbudgethotelsinChengduCity,usetheSPSS20softwaretoexaminetherationalityofthemo

8、delandthehypotheses，andalsoanalyzethedifferentinfluentialdegreeofdifferentrelationshipbenefitsandtheirv