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    政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 >  Item 140.119/74020
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/74020


    Title: Does uncertain demand affect service quality?
    Authors: Chen C.-M.;Chiu H.-H.;Chi, Yan-Ping;Wu S.-C.
    季延平
    Contributors: 資管系
    Keywords: Uncertain demand;Capital–labor ratio;Service quality;Hotel industry
    Date: 2015-04
    Issue Date: 2015-03-25 10:13:34 (UTC+8)
    Abstract: The purpose of this article is to investigate the impact of demand uncertainty on labor intensity as well as service quality. Theoretical predictions are mixed: on the one hand, risk aversion leads hotels to choose a lower level of capital in response to demand uncertainty, thereby leading to higher labor intensity; on the other hand, the demand-enhancing benefit of service quality may be weakened due to demand uncertainty, thereby leading to a lower service quality decision. Using the data of international tourist hotels in Taiwan, this article shows that demand uncertainty leads to a positive impact on hotels` labor intensity. In addition, hotels located in markets with a higher degree of concentration, having more diversified revenue sources, or belonging to hotel chains also tend to exhibit higher labor intensity.
    Relation: International Journal of Hospitality Management, 46, 76-78
    Data Type: article
    DOI 連結: http://dx.doi.org/10.1016/j.ijhm.2015.01.013
    DOI: 10.1016/j.ijhm.2015.01.013
    Appears in Collections:[資訊管理學系] 期刊論文

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