Hotel Invisible Guests To Experience The Process Of Quality Research

As spiritual demand has become the dominant demand of the hotel guests, the intangible service in the service package is becoming more important for hotel to enhance the competitive power. The intangibility of a service presents abstractness, generality, mental impalpability, and non-searchability, and the guests incline to seek the tangible evidences under the cognitive risks. So it is favored to take the intangible service embodied with tangible evidences, and to promote the experience of process quality for guests.Based on the analysis, using demonstration method to research into the influence of intangible service to the experience of process quality based upon the tangible evidences. The result of demonstration indicates: the intangible service can be embodied with the tangible evidences, and the different intangible service has different manners of tangible evidences; the social factors and the tangible communications can influence the experience of process quality evidently; the social factors are the best important in advanced hotels and the tangible communications are the best important in economic hotels.Bringing forward some suggestions for corporations based on the results of analysis: designing the intangible service based on the spiritual demand of the guests; managing the service tangible evidences in pertinency based on the intangible service and the degree of the hotel; paying regard to the management of the target market and the training of the stuff.