The Relationship Between Service Quality, Consumption Experience And Experiential Value Of Theme Hotel

With the advent of the era of experience economy, the theme hotel which as a kind of unique hotel has an explosive growth all over the world. This study takes theme hotel as the research object, it will discuss the relationship among service quality, consumption experience and experiential value in each dimension, and verify the mediation effect of consumption experience on the service quality and the experiential value, moreover. On the basis of literature study and theoretical assumptions, then through questionnaire survey and empirical research, it uses SPSS17.0 software to analysis and statistic questionnaire data,finally get the following conclusions:(1)theme hotel service quality has a positive influence on customer consumption experience, but the effect of each factor on consumption experience each dimension is different. Firstly, the importance of empathy and assurance to consumer experience is higher, tangibility and responsiveness less impact on the consumer experience, and reliability does not influence the consumer experience. Namely,thinking experience and associated experience are only affected by empathy and assurance, and empathy influence bigger; And action experience is only affected by empathy. Influence of Assurance on Sensory experience is the largest,responsiveness influence the emotional experience greater.(2)the theme of the hotel’s service quality has a positive influence on customer experience value, but it has different effects on experience value each dimension. Then Assurance and responsiveness’ s influence on experience value is higher, the importance of empathy and reliability on experience value is small, the influence of tangibility only impact on aesthetic feeling. Embodied in: Assurance has the biggest influence on the service superiority, interest and aesthetic feeling, responsiveness has been the biggest influence on consumers investment reward.(3)Theme hotel experience of consumption has a positive influence on customer experience value, but the influence on the dimension of experience value has the difference. Firstly, influence of related experience and sensory experience on experience value is higher, the importance of thinking experience and emotional experience take second place,and action experience only affect interest of experience value. Namely,associated experience had the greatest influence on consumer investment reward, service superiority and interest, and the sensory experience has the greatest impact on aesthetic feeling.(4) service quality has a direct influence on experience value, can also indirectly through the mediation of consumption experience. The intermediary role is mainly through the sensory experience, emotional experience, and associated experience, namely, the consumption experience plays a partial mediation effect between service quality and experience value. mediation variables of service quality and experience value are more than consumption experience, may be there are other new mediation path.