As human social economic development and the coming of the service economy era, the service industry plays an increasingly important role in the Chinese economy. The hotel industry faces an unprecedented fierce competition. As a result, star hotels must improve their service quality, customer value and customer satisfaction in order to survive. In this paper, the author attempts to discuss the relationships among hotels service quality, customer value and customer satisfaction. With the referenc...更多
As human social economic development and the coming of the service economy era, the service industry plays an increasingly important role in the Chinese economy. The hotel industry faces an unprecedented fierce competition. As a result, star hotels must improve their service quality, customer value and customer satisfaction in order to survive. In this paper, the author attempts to discuss the relationships among hotels service quality, customer value and customer satisfaction. With the reference of existing literatures and the characters ties of the hotel, this paper sets up a relationship model of service quality, customer satisfaction and customer loyalty. Results of this paper may contribute to give constructive suggestions on how to improve customer satisfaction and foster real and long time customer value for Individual hotel operators.收起
