墾丁地區旅館業提供寵物服務之差異性研究

外文標題: 
The Differences of Providing Pet Services on the Hotel Industry in Ken-Ting.
校院系所: 
高雄餐旅學院 餐旅管理研究所
指導教授: 
游明鳳
出版年份: 
2007年
主題類別: 
摘要: 

現代人攜帶寵物一起旅行的風氣日益興盛,既是旅行,若多想玩個兩、三天勢必產生住宿需求,國外旅館業提供友善寵物服務早已行之多年,客人們不但可安心與寵物一同用餐及住房,寵物更享有專屬服務如寵物按摩及寵物美容等。反觀國內旅館業大多仍禁止寵物入內,但國內寵物共遊市場有其未來,因此激發本研究動機。 由於本研究相關領域文獻相當稀少,且多以量化研究為主,然卻無法解答本研究之目的。故本研究採質性研究法,將墾丁地區二十六間合法旅館提供之寵物服務依電話訪談之回應進行分類,並挑選各類型具代表性旅館及與該旅館從業人員以深度訪談之方式蒐集研究資料,並進一步分析旅館業者提供寵物服務之態度、寵物服務是否值得旅館業主重視、國內現階段寵物服務最適切之方式及期以提供未來欲提供寵物服務之旅館佐以參考。 研究發現,國內旅館業禁止寵物入內之考量因素有衛生清潔、安寧、其他住客感受、傳統認知及寵物易破壞客房設備等因素。實證支持,寵物服務為高度差異化服務,且此市場逐漸擴大且有利可圖,相當值得旅館業者重視。提供良好寵物服務不僅能滿足客人需求,更能夠創造營收,提升住房率。此外,所有受訪者皆一致認同寵物共遊之趨勢將日益興盛,但因各旅館條件及決策者心態不同,所提供的寵物服務也有所差異。且未經旅館同意私自攜帶寵物入住之偷渡事件層出不窮,造成清潔上漏洞,影響住宿品質,是目前旅館業迫切需要解決之問題。 本研究建議旅館業應明確寵物政策,並徹底實施,以杜絕潛藏危機,影響該旅館服務品質。且應依據旅館本身條件,提供適合的寵物服務。未來的市場競爭不僅要滿足客人需求,從本研究之寵物服務為例,旅館若能為客人的寵物提供親切友善的服務,即可得到客人的信賴並可提昇再惠顧率。

外文摘要: 

The relationship of people and pets are getting closer around the world. It it is a trend to travel with pets. Therefore, the pet-friendly hospitality accommodation is required in the hotel industry. For years, the pet-friendly services have been provided in many western countries, but have been neglected by domestic market. Most of the hotel keepers have refused to pets to check-in with their owners. Therefore, the purpose of this research is to explain the possibility of providing pet service accommodation in our demestic hotel industry. There are a few relevant literature in the field, and most of them are quantitative velated. They do not fit into the research''s purpose. This research is intended to use qualitative method. The study first interviewed 26 hotels in Ken-Ting through telephone. Then, to analyze their responses on pet service and if the service is import to the hotel industry. It is also aimed to offer the results to those hotels who have plans to provide pet service accommodation in the future. According to the research, the reasons why hotels ban pets for entering the hotels include hygiene, sanitary, quietness, other guests'' feelings, rooms'' equipment. In addition, all participatients agree that it is a potential market, and it is not only to satisfy their guests'' demands, but also to bring more profit. Nevertheless, they provide pet service discrepantly as their conditions and attitude. A main problem that they are facing now is how to prevent the sanitary problem to affect the living quality when guests check-in with pets without any permission. The study suggests that hotels should clarify their pet service policy and carry out thoroughly. If hotels are able to provide service to their guests'' pets, they will gain guests'' royalty, and also to increase their room-occupied rate. Thus, the pet service is worthy to be attached importance by hotels'' owners.