Research On Services Enterprises Performance Based On Service Capacity

In the process of world economic development, service trade has played an important role. Especially in recent years, service trade develops with a striking speed. In developed countries, the service trade takes 60% of GDP averagely. In some high-income countries, developing speed of service trade has exceeded the first and second industry, making the main part of the counties'economy, and gradually being regarded as the measurement of industrialization. Compared with others, service trade has a huge demand and a broad space for development. It stimulate economic growth, enlarges the employment, and can make the city's infrastructure and functionality more perfect. For its'enormous influences, all the countries over the world give service trade the top priority. Service trade has conceivable characters: the production and sale taking places at the same time; the customs are involved; and customs are the decisive element. With the developing of service trade, customer satisfaction needs more attention, and has a critical influence of the enterprises. Therefore, the ability to accurately grasp customer needs and satisfactionthis is a key factor of business performance for Service enterprises.But now, the study of enterprises performance analyze from the perspective of customers or consumers mainly. Ignore the factors of the enterprise.Therefore this essay focuses on the influences of service capacity, illustrated by example of standard hotels in Changchun.The first part illustrates the background, the meaning and structure of the essay. Why this research is relevant, how to develop it, and what basis this research is deployed on.The second part is the summary of theoretical. Focuses on the impact of service capacity and enterprise performance. Expounded on the concept of service capacity and enterprise performance , service capacity contains several aspects,such as customer management, customer intimacy, physical display and so on. And introduces the concept of service quality,.Articulate the relationship between the service capacity and enterprise performance. At last design theoretical model of this study.The third part is empirical research. Based on the theories provided in the second part, I designed the questionnaires with the form as the foundation. The questionnaires were distributed in standard hotels in Changchun, and analyzed with the help of SPSS15.0,AMOS5.0 and Excel Statistical analysis software. Final conclusion verify the hypothesis.The forth part give some suggestions for increasing the service capacity and enterprises performance. These suggestions are mainly in four parts: firstly, build up the service standards; secondly, cultivating customer loyalty; thirdly, set up the service culture.Because of the personal capacity, capital and other conditions, there are also many shortcomings in this articl.Such as the quantity of the research sample is small; the geographical and industry range of the study is narrow; research methods is simple,and so on. I hope that subsequent researchers may get any better in this research work.