General Evaluating Indicator System Of Bed And Breakfast In Tourist City Based On Customer Experience

In the very beginning, bed and breakfast was not for tourists while was for those solders who were waiting for being sent to hometown after the second world war. Residential houses located in European and American battlefields were provided for the solders by local housewives in order to receive them. Thereafter, bed and breakfast in the West stepped into a rapid development period in which both rural and urban ones were popular among tourists. Bed and breakfast in China emerged in the1990s, relieving the pressure of large numbers of tourists. Recent years, self-service travel is one of the most important boosting factors to Chinese B&B. Admittedly, price is one of elements considering by tourists while choosing a B&B, while comparing with some economical hotels, a number of B&Bs’s price are not much lower than theirs, and some boutique B&Bs are as valuable as star hotels. However, people can not evaluate a B&B’s performance in terms of various soft and hard equipment. As a result, it is inconvenient for managers to understand the customers’assessment in the round, not to mention how to improve service and supporting facilities.At the same time, if B&B is compared to a kind of commodity, tourists can only refer to online remarks to judge a commodity’s quality. Additionally, different people have different opinions on the same thing, leading to quite different assessment consequences that is meaningless for tourists. If there is an indicator system evaluating all aspects of a B&B and these indicators are quantified, customers can refer to it before check in. Certainly, obtaining the indicator information and assessment result is the precondition, which involves online scoring offered by travel order medium platform, but in this paper, we don’t consider it.The writing process of this paper as follows. Firstly, introduce study background, review relevant thesis and state study significance. Tell this paper’s writing intention and significance after listing domestic and foreign experts’ researching aspects. Secondly, define two main concepts, B&B and customer experience. Also indicate the two theoretical bases, Experience Economy and Customer Experience Theory. Thirdly, plan the study structure. The paper includes interview, thesis analysis and AHP. In this part, the writer designs interview questions and put ti into practice. Fourthly, the writer begins to establish the indicator system involving coding and weighing the indicators. After that, the writer gets four one class indicators and their weigh. They are Entertainment Experience, Social Communication Experience, Surroundings Experience and Facilities and equipment. Respectively, the weigh is0.513,0.261,0.15,0.076. Fifthly, choosing two B&Bs as the cases to study. Lastly, state the limitation of this paper and the future study possibilities.