ABSTRACT

This study aims to identify the strategic implications of the service attributes of green hotel from the implicit importance, Kano quality characteristics, and service risk. The results show that 12 service attributes are of high-importance, of which three are Attractive Quality, three are One-dimensional Quality, and six are Must-be Quality. Among three service attributes of Attractive Quality, two are low service risks. The findings can provide a reference for green hotels to improve service quality and avoid service failure. This study is an innovative approach in evaluating the service quality of green hotels.

中文翻译：

---

从新视角评估绿色酒店服务质量的战略意义

摘要

本研究旨在从隐含重要性、卡诺质量特征和服务风险等方面确定绿色酒店服务属性的战略意义。结果表明，12个服务属性具有高重要性，其中3个为吸引力质量，3个为一维质量，6个为必备质量。Attractive Quality 的三个服务属性中，有两个是低服务风险。研究结果可为绿色酒店提高服务质量、避免服务失败提供参考。本研究是评价绿色酒店服务质量的一种创新方法。