A Research On Customer Experience Value And Hotel Service Quality

As a service-oriented firm, the success of a hotel lies in its service quality. Service quality is the core of hotel industry. Compared with foreign hotels, domestic hotels have reached even exceeded their level as far as hardware is concerned. However, our service quality still has a large room to improve. Domestic hotels must improve their service quality in order to increase competitive power and the share of market.Many of the hotels have implemented ISO quality management system and met standardization requirements. Domestic hotels' service quality has made a large progress. However, compared to foreign hotels, a standardized management without deliver system of customer experience value will meet with the bottleneck some time. The further development of hotels' competitive power will be restricted if a deliver system of customer experience cannot be launched.The author took a close study and revealed the interconnection between service quality and deliver system of customer experience value. Firstly, Gronroos Service Quality Model and the structure of customer experience value show that customer experience value plays an important role in service quality management. Secondly, customer experience value is an important clasp of hotel service quality chain. Thirdly, by using difference analysis model to compare the domestic hotel service system with foreign hotels, the author found that customer experience value is the core of customer-oriented service quality management. Thus, here comes to a conclusion that hotel must set up a deliver system of customer experience value in order to improve the overall service quality and to provide more value of customer service. The concept of hotel service quality management should shift from standard-oriented to customer-oriented. By researching the structure and operation of deliver system of customer experience value, the author presented the key point of deliver system of customer experience value: total quality management of overall management hotel service process, personnel management, customer relation management, hotel experience marketing etc.