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Research on the Effect of Service Encounter to Service Quality in Hospitality Industry

Author: YuLiMan
Tutor: WangMiao
School: Tianjin University of Commerce
Course: Tourism Management
Keywords: Quality of service Service Encounter Hotel
CLC: F719.3
Type: Master's thesis
Year: 2008
Downloads: 426
Quote: 3
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Abstract


With the rapid development of China 's hotel industry , the level of quality of service has become an important condition to decide on a hotel enterprises the ability to create customer satisfaction and loyalty , the smooth realization of enterprise efficiency . The hotel service quality to become a the competing research topic of many domestic and foreign scholars . The basic characteristics of the service as a service enterprise , hotel customer personally involved in the process of consumption , the perfect level of contact between the customer and the service organization to become the key to the level of quality of service of the decision . In this paper, combing and summarized in contact with scholars at home and abroad for the quality of service and service related theoretical studies based on departure from the \departments , through the relationship between the study hotel customer service personnel , physical environment , mainly to explore the hotel service contact process role to impact the quality of service , quality of service of the different departments of the the overall QOS effect as well as the basic characteristics of different customer quality of service role . The papers recovered questionnaire data analysis through the use of SPSS11.5 statistical software come : in the process of hotel services , including services , including customer service personnel and tangible service environment both contact have a significant impact on the quality of service ; perceived quality of customer service among different departments interactions, the quality of service of a service contact process will directly affect the customer evaluation of the quality of the other series of the contact process ; the different departments QOS significant influence on the overall quality of service ; customers of different characteristics of quality of service have some impact , but the impact is not obvious. Finally, from the contact with the control and management of hotel services to strengthen the management and control of the entire service contact system , improve the service staff contact initiative to guide customer behavior and build customer loyalty , etc. are given recommendations , expectations of hotel service quality management guidance and help .

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CLC: > Economic > Trade and Economic > Domestic Trade and Economic > Services sector > Food and beverage industry
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