Upscale Business Hotel Service Failure Factors

In recent years there have been a great development of commercial tourism market in China. What's more, business customers have becoming more and more mature. For commercial hotel, opportunity and challenge exist side by side in this situation. To get position in commercial market full of intense competitions, winning customers' trust with the service of high quality is required. But what make us regret is that many services of domestic commercial hotel are not just as we wish. So, in order to improve service quality, it's necessary to seek service factors of losing efficiency of commercial hotel.This paper takes service of losing efficiency of high-class business hotel as an object of study. The research- aims at finding those service factors, reasons of factors' emerging and countermeasure through theory study and questionnaire analyses. At first, with an overall review of relevant documents, we define two things account for service factors of losing efficacy of high-class business hotel: the factors customers are not satisfied, and the factors creating customer value. These two sides should be combined and neither can be neglected. Secondly, through connecting tentative interviews with customers and hotel employees and theory researching, we form a theoretical model of service factors of losing efficacy of high-class business hotel. Then with the help of investigations and data analyses we gain four service factors: personalized service, service efficiency, things for guest room, facility and equipment. At last, on the base of in-depth interview with guest and hotel employees we explain reasons of creating invalid service, suggestions and proposals of improving service.This research attempts to offer a kind of new way of thinking and some effective measure for service quality management of high-class business hotel through building a theoretical model of losing efficiency service of commercialhotel and the outcome of research.