乡村民宿精益服务：基于顾客网络评价的量表开发与有效性检验

Abstract

Abstract: Based on Lean Service Theory, this study investigates rural homestay fine service from the perspective of authentic customer evaluations. Using multimodal web crawling and deep learning techniques, we identify five dimensions of fine service in rural homestays: service personnel, meal packages, additional services, homestay environment, and location environment, and construct a conceptual model of rural homestay fine service. Building on this model, a measurement scale (RHFS) was developed through three independent studies, and its reliability, construct validity, discriminant validity, convergent validity, incremental validity, and nomological validity were tested using EFA, CFA, hierarchical regression, and structural equation modeling (SEM). The results demonstrate the effectiveness and practical value of the RHFS scale. Furthermore, customer satisfaction was found to fully mediate the relationship between rural homestay fine service and customer loyalty. This study not only enriches and develops Lean Service Theory but also provides homestay operators and managers with a practical and operational tool for service quality improvement and management.

Key words: rural homestay fine service, scale development, validation, tourists' online comments, multimodal crawler technology

CLC Number:

F327

Xing Bo, Xie Dingding, Li Shihan. Rural Homestay Fine Service: Measurement and Validation Based on Tourists’ Online Comments[J].TOURISM SCIENCE, 2025, 39(9): 129-148.

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Rural Homestay Fine Service: Measurement and Validation Based on Tourists’ Online Comments

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