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Title: Does uncertain demand affect service quality?
Authors: Chen C.-M.;Chiu H.-H.;Chi, Yan-Ping;Wu S.-C.
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:
Appears in Collections:[資訊管理學系] 期刊論文

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