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研究生: 阮世顯
Nguyen The Hien
論文名稱: 越南飯店線上投訴行為之研究
Vietnam Lodging Industry Online Complaining Behaviors
指導教授: 蘇衍綸
Yen-Lun Su
學位類別: 博士
Doctor
系所名稱: 國際學院 - 熱帶農業暨國際合作系
Department of Tropical Agriculture and International Cooperation
論文出版年: 2023
畢業學年度: 111
語文別: 英文
論文頁數: 95
中文關鍵詞: 網絡口碑線上投訴行為飯店等級文化背景服務品質
外文關鍵詞: eWOM, online complaining behavior, hotel class, cultural background, service quality
研究方法: Content Analysis 、 Frequency Analysis 、 T-Test 、 ANOVA 、 Textual Data Analysis
DOI URL: http://doi.org/10.6346/NPUST202300108
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  • 摘要....................................................................................................................I
    Abstract ...........................................................................................................III
    Acknowledgements.........................................................................................VI
    Table of Contents.......................................................................................... VII
    List of Tables.................................................................................................... X
    List of Figures .................................................................................................XI
    List of Abbreviations....................................................................................XIII
    CHAPTER 1. INTRODUCTION .....................................................................1
    1.1 Background of Vietnam’s Tourism and Hospitality Industry ................. 1
    1.1.1 An Overview of Vietnam’s Tourism Industry................................... 1
    1.1.2 An Overview of Vietnam’s Hospitality Industry .............................. 9
    1.2 Motivation of the Study .........................................................................12
    1.3 Scope of Research..................................................................................14
    1.4 Research Objective ................................................................................14
    1.5 Organization of the Study ......................................................................15
    CHAPTER 2. LITERATURE REVIEW ........................................................17
    2.1 The Influences of Social Networks (eWOM)........................................17
    2.2 The Significances of TripAdvisor Platform...........................................19
    2.3 Cross-Cultural Theory of Geert Hofstede..............................................20
    2.4 Description of the Predominant Values and Behavioral of Becker.......22
    2.5 Customer Complaints or Service Failures in the Hospitality Industry.. 25
    2.5.1 Service Failures of Dutta .................................................................26
    2.5.2 Types of Complainers......................................................................27
    2.5.3 Pros and Cons of Customer Complaints to the Business.................30
    2.6 Online Complaining Behavior...............................................................32
    2.6.1 Influence of Cross-Cultural Background on Customer Complaint
    Behavior....................................................................................................32
    2.6.2 Influence of Hotel Class on Customer Complaint Behavior...........32
    CHAPTER 3. METHODOLOGY ..................................................................34
    3.1 Research Philosophy..............................................................................34
    3.2 Research Choices...................................................................................35
    3.2.1 Data Mining .....................................................................................36
    3.2.2 Text Mining .....................................................................................40
    3.3 Research Design.....................................................................................40
    3.3.1. Study 1 (Quantitative Research).....................................................41
    3.3.2. Study 2 (Qualitative Research).......................................................43
    3.4 Research Area and Population...............................................................45
    3.5 Quantitative Data Analysis....................................................................48
    3.5.1 Research Instrument.........................................................................49
    3.5.2 Reliability Test.................................................................................50
    3.6 Qualitative Data Analysis......................................................................50
    3.6.1. The Development of the Built Framework.....................................51
    3.6.2. Data Preparation and Coding..........................................................53
    CHAPTER 4. RESULTS AND DISCUSSIONS............................................57
    4.1 Study 1- Analysis of Online Customer Complaint Behavior in
    Vietnam’s Hotel Industry.............................................................................57
    4.1.1 Frequency Characteristics of Hotel Attributes ................................57
    4.1.2 Descriptive Statistics of Hotel Attributes........................................57
    4.1.3 Effect of Cultural Background on Hotel Attributes.........................58
    4.1.4 Effect of Hotel Class Experience on Hotel Attributes.....................61
    4.2 Study 2- Qualitative Analysis of Hotel’s Online Customer Complaints
    in Vietnam....................................................................................................63
    4.2.1 The Principal Attribute Categories for Online.................................63
    4.2.2 Vietnamese and non-Vietnamese Guests Differ in Their Online
    Complaint Behavior..................................................................................68
    CHAPTER 5. CONCLUSION........................................................................73
    5.1 Summary of the Study............................................................................73
    5.2 Summay of the Findings........................................................................74
    5.3 Overall Conclusions...............................................................................75
    5.4 Limitations and Future Research ...........................................................79
    Reference....................................................................................................80

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