高星级酒店电子商务第三方托管实施绩效的评价体系研究

移动互联网的发展使高星级酒店行业与电子商务实现深度融合.在此背景下，科学地评价高星级酒店电子商务第三方托管实施绩效对推动旅游与酒店行业高质量发展具有重要意义.该文通过文献梳理、专家访谈和问卷调研等方法，构建了高星级酒店电子商务第三方托管实施绩效的评价指标体系.该体系分为整体提升、核心过程、服务能力和风险克服四个方面，涵盖29个具体指标.在此基础上，借助IPA方法，对体系中各个指标的重要性程度与第三方托管服务商的实际表现之间的差异进行分析.结果表明，二者在整体上不相匹配.基于上述分析，该文为高星级酒店电子商务第三方托管行业的高质量发展提出相关建议.

Research on the evaluation index system of the implementation performance of high star hotel's third-party trusteeship service providers

Internet e-commerce has been deeply integrated with high-star hotel industry. Improving its performance is of great significance for promoting the high-quality development of high-star hotels. High-star hotels are chosed as the research object， and 29 indictors were identified to evaluate the performance of third-party trusteeship service providers of hotel e-commerce. Four performance factors were identified using factor analysis， which are overall improvement， core process， service capability and risk overcoming. On this basis， IPA is used to analyze the importance of performance evaluation factors in hotel e-commerce implementation and the actual performance of hotel agent service providers. The result reveals that actual performance of third-party operation trusteeship is weaker than that of hotel in evaluating the importance of indicators. Based on aforementioned empirical analysis， the corresponding strategies were put forward to enhance the high-quality development of third-party trusteeship service providers of hotel e-commerce.