Guilin Three-star Hotel Services Quality Management Study

Service quality is the life of an industry, It's vital to hotel industry. Many scholars have studied service quality and already obtained some achievements, but regrettably, few of them can be directly applied to the hotel industry.Based on the above-studied, and taking representative and objectivity into consideration, this paper singles out service quality of Guilin's three-star hotels for study, takes the study methods of on-the-spot investigation, document analysis, and comparing, concludes some valuable information for improvement of the hotel' service quality.This paper is divided into four chapters. The First Part, Introduction, compares the domestic management of service quality of the hotel industry with that of abroad and points out the significance of the study into this field by presenting the object for study. The Second Part, Research, analyzes carefully of the service quality by investigating the guests and staffs of the sample hotels. The Third Part, Theoretical Approaches, after analyzing four aspects as model of disparity, process of service, staffs' sense of satisfaction, and consumer's behaviour, puts forward approaches to improving the hotel' service quality. The Fourth Part, Management System, by applying the standard of ISO 9000, analyzes the status quo of the hotels' service quality in Guilin, and further discusses how to perfect the management of hotels' service quality.