تحقیقات کاربردی علوم جغرافیایی

تحقیقات کاربردی علوم جغرافیایی

تأثیر مسئولیت اجتماعی بر پاسخ های احساسی و رفتاری گردشگران بعد از شکست خدمات در هتل های چهار و پنج ستاره (مورد مطالعه :شهر تهران)

نویسندگان
سارا دودانگه 1
بابک حاجی کریمی 2
محمد مهدی مظفری 3
کامیار کاوش 4
1 گروه مدیریت بازرگانی، واحد ابهر،دانشگاه آزاد اسلامی،ابهر، ایران.
2 استادیار،گروه مدیریت صنعتی، واحد ابهر، دانشگاه آزاد اسلامی، ابهر، ایران
3 دانشیار گروه مدیریت صنعتی، دانشکده علوم اجتماعی، دانشگاه بین المللی امام خمینی(ره)، قزوین، ایران
4 استادیار، گروه مدیریت بازرگانی، واحد ابهر، دانشگاه آزاد اسلامی، ابهر، ایران
10.52547/jgs.22.65.43
چکیده
هدف از تحقیق حاضر بررسی تأثیر مسئولیت اجتماعی بر پاسخ های احساسی و رفتاری گردشگران بعد از شکست خدمات در هتل های چهارستاره و پنج ستاره می باشد، روش تحقیق از نظر هدف کاربردی و از نظر روش توصیفی و تحلیلی است. جامعه آماری تحقیق را گردشگرانی که به هتل های چهارستاره و پنج ستاره مراجعه کرده بودند، تشکیل می دادند و حجم نمونه با استفاده از فرمول کوکران 384 نفربرآورد گردید. روش نمونه گیری تصادفی ساده بود. ابزار گردآوری داده ها پرسشنامه بود که روایی و پایایی آن مورد تایید قرار گرفت.به منظور بررسی و آزمون فرضیه­های پژوهش از مدل سازی معادلات ساختاری در محیط نرم افزار pls استفاده شد نتایج پژوهش حاکی از آن بود که مسئولیت اجتماعی بر روی وفاداری، رضایت و اعتماد گردشگران تاثیر مثبت و معناداری دارد. همچنین یافته­های پژوهش نشان داد که رضایت و اعتماد گردشگران بر روی وفاداری آنها تاثیر مثبت و معناداری دارد.
کلیدواژه‌ها
مسئولیت اجتماعی
رضایت گردشگران
وفاداری گردشگران
اعتماد گردشگران

عنوان مقاله English

The Impact of Social Responsibility on Emotional and Behavioral Responses of Tourists After Failure in Four-Five-Star Hotels (Case Study: Tehran City)

نویسندگان English

sara dodange 1
babak hajikarimi 2
MOHAMMAD mehdi mozafri 3
kamiar kavosh 4
1 Ph.D. student, Department of Business Administration, Abhar Branch, Islamic Azad University, Abhar, Iran.
2 Assistant Professor of Industrial Management, Abhar Branch, Islamic Azad University, Abhar, Iran.
3 Department of Industrial Management, ghazvin University, ghazvin, Iran.
4 Department of Business Administration, Abhar Branch, Islamic Azad University, Abhar, Iran.
چکیده English

The purpose of present study was to investigate the effect of social responsibility on emotional and behavioral responses of tourists after failure of services in four-star and five-star hotels. The research method is practical obgectively and descriptive and analytical methodology. The statistical population of the study was contained tourists who visited four-star and five-star hotels, and the sample size was estimated 384 people by the Cochran formula, sampling method was simple random. The data gathering tool was the questionnaire whose validity and reliability were confirmed. For investigating and testing of the research hypotheses was used structural equation modeling in the software environment, pls. The results of the research indicated that social responsibility has a positive and significant effect on loyalty, satisfaction and trust of tourists. In addition, findings showed that the satisfaction and trust of tourists have a positive and significant effect on their loyalty.

کلیدواژه‌ها English

Social responsibility
Satisfaction of Tourists
Loyalty of Tourists
Trust of Tourists
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