現今對於旅遊住宿產業的口碑研究，多以飯店為主題，遺漏小型住宿業。其因為經營型態、地理環境和管理者等特徵，生成與一般飯店住宿不同的住宿體驗，故本研究旨在探討消費者對於小型住宿業的期望和滿意度屬性。
本研究將以旅遊網站tripadvisor(http://www.tripadvisor.com.tw/)口碑為素材，以台北和花蓮兩地區住宿業為例，分析飯店、民宿和其他小型住宿業口碑。
研究發現客群因地區和經營形態存在差異，且小型住宿業在地點、設施、服務與飯店有所區別，建議高度競爭的花蓮小型住宿業，經營者必須強化其服務品質和經營特色，才得以生存；而台北地區，整體服務水平相似，且市場區隔明確，可採用低價和地點策略。

Today the study of tourist accommodation industry majorly focuses on hotel word-of mouth, but little known about small accommodation word-of mouth. However, hotel and small accommodation are different in business type, geography, and manager that bring various accommodation experiences. This study aims to explore consumer expectations and satisfied attributions for small accommodation.
The research investigated the word of mouth on tripadvisor (http://www.tripadvisor.com.tw/). Study Taipei and Hualien accommodation industry, to analysis hotel, B&B and other small accommodation word-of mouth.
The results demonstrate customer type varied by region and business type. The small accommodation differs from hotel in location, facility, and service. Operators must enhance its service quality and business strategy to survive in highly competitive in Hualien. In Taipei, overall service quality is comparable but the market is segmented, it can take low price or location strategy.

交通部觀光局，2012年國人旅遊狀況調查。
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經濟部，臺灣中小企業認定標準，中華民國九十八年九月二日，經濟部經企字第09800639470號令。
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