觀光旅館之「款待設計」體驗研究

Experience on Hospitality Design of Tourist Hotel

黄哇采(Watsai-Tsai Huang)

指導教授 ： 陳文印

國立臺北科技大學/設計學院/創新設計研究所/碩士(2013年)

https://doi.org/10.6841/NTUT.2013.00602

摘要

「款待設計」（Hospitality Design）體驗在觀光旅館中佔有重要地位，本研究主要以質性研究為主，根據文獻理論架構與參與觀察擬定訪談大綱，以100份問卷調查、觀光旅館案例分析及10位旅館從業專家、設計專家、顧客訪談，分三個階段進行研究分析。研究假設「款待設計」可以充份提高觀光旅館服務價值，以觀光旅館與顧客體驗之相關性為出發點，探討「款待設計」觀念性之構成要素。

研究結論發現，雖然各地區所面臨之競爭環境不盡相同，顧客對於「款待設計」體驗，對不確定性、趨勢性、經驗值、品牌價值、驚奇感及顧客崇拜等六項因素是同樣期待的，旅館業者、設計師在規劃過程中導入款待設計項目，使顧客期待與再度消費意願更為堅持，且充分提高觀光旅館服務價值。對於「款待設計」有這樣的詮釋：透過服務者與顧客有形及無形的溝通過程中，讓顧客滿意至感動，當甚麼都對了，旅館最好的態度。

關鍵字

觀光旅館 ； 款待設計 ； 體驗

並列摘要

According to the conclusions Although all regions face different competitive envi- ronment, customer hospitality design experience, six factors of uncertainties,trends, experience value, brand value, a sense of wonder and customer worship is also looking forward to hoteliers, designers in the planning process into the hospitality design projects, so that customers expect more and again consumer willingness to adhere to, and fully improve the value of tourist hotel services. Research hospitali- ty design interpretation: through service by with the customers both tangible and intangible communication process to achieve customer satisfaction. When everything right, is the hotel the best attitude.

The experiences of 「Hospitality Design」have very important position on tourism hotel industry. This study is major in qualitative research method which I frame the interview scheme according to bibliography theory and observe. To conduct the study analysis into 3 phrases(1) to design 100 questionnaires (2) the case stud- y analysis for tourism hotels and (3) interview 10 hotel owners or experts, design- ers and customers. This study assumes the 「Hospitality Design」can enhance the service value of the tourist hotels and explore the fundamental elements of the concept of 「Hospitality Design」to discuss the concept of the fundamental elements by the correlation of tourist hotels and customer experiences.

In conclusions, all regions face different competitive environments, but customers have the same expecting with them on hospitality design experience, six factors of uncertainties, trends, experience value, brand value, a sense of wonder and customer worship is also looking forward to hoteliers, designers in the planning process into the hospitality design projects, so that customers expect more and again consumer willingness to adhere to, and fully enhance the value of tourist hotel services. Research "hospitality design interpretation: through service by with the customers both tangible and intangible communication process to achieve customer satisfaction, when everything is right, the hotel the best attitude.

並列關鍵字

Tourist Hotel ； Hospitality Design ； Experience

參考文獻

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