The Service Attributes of High Quality Hotel: The Reflection on Electronic Word-of-Mouth (eWOM) in Hotel Industry

in International Symposium (oral presentation paper), 國際研討會(全文口頭發表)
標題The Service Attributes of High Quality Hotel: The Reflection on Electronic Word-of-Mouth (eWOM) in Hotel Industry
出版類型國際研討會(全文口頭發表)
出版年度2015
AuthorsChi-Ting Chen, 陳琪婷, & Pei-Chun Lai 賴佩均
出版日期May 17 2015 12:0
會議地點Taipei
其他編號0000
中文摘要

This paper aims to explore issues related to service quality, service attributes, and electronic word-of-mouth (eWOM) in the hospitality industry. Multi research methods were applied to collect qualitative data. Data was examined and discussed from the customers’ view points on the issues regarding “How to promote total quality service management in the hotel industry?” Within the proposed research framework, literature review method, semantic network analysis, critical incident technique were adopted in collecting empirical evidence.

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