Study On Decoupling Of Hospitality Service System

Decoupling is the important point on design of service system, decoupling rightly and rationally can make service organization take advantage of characteristics of front-stage and back-stage and make progress in service and efficiency. After research on hospitality service system, the study brings the decoupling theory which widely used in financial industry to hospitality industry, which explains hospitality service system from a new perspective and offers a new method to re-design hospitality service system.After review of articles, the study looks over and examines the decoupling theory, analyzes and summarizes the limitation of decoupling decision of service system today. Then based on analyzing the important factors which including customer contact, service product, employee grouping and technology, influencing the decoupling of service system, we modifies the front and back-stage structured by Zomerdijk and Vries and makes it perfect. The new decision system includes 4 independent design decisions, which are the customer contact decision, the decoupling decision, the grouping decision and process technology decision. The study analyzes the influence of 4 design decisions on service system, and the trade-off arises form decision. Finally, based on conversation with manager from 2 hotel, we use the new decoupling decision system to explain 2 main service process in hospitality service system, and examine whether it is better than former.The research intends to achieve progress in the following aspects:(1) Previous researchs only concentrate the decoupling research on financial service industry, this study brings it in hospitality service industry, expecting to explain the design of hospitality service system. (2) Afer review, the paper finds the problem in nowadays decoupling decision, based on factors influenced the decoupling decision, and construct the new decoupling decision system.