A Study Of Hotel Service Personnel’s Body Language’s Impact On Customer Service Quality Evaluation

Hotel service personnel providing service for customers directly is the bridge between hotels and customers. In today’s vigorous development of hotel industry, service personnel also become the key to maintain and improve customer service quality evaluation. Past research of service quality evaluation pay more attention to hotel management and service skills; pay little attention to service personnel. But some defects existing in the service personnel do has a negative impact on service quality evaluation. If we want to improve the level of service quality evaluation, we need to consider of services, products, etc., but also the service personnel. For this, this article embarks from the hotel service personnel, body language is chosen as the entry point, explore the aesthetic mechanism of customers for hotel personnel’s body language by using event related potentials(ERP), and research hotel service personnel’s body language’s impact on customer service quality evaluation.This study based on the previous study of P2 component, using the ERP method; imitate customers’ aesthetic and service quality evaluation process under different body language of service personnel. An oddball task was used to design this ERP experiment. 20 participates were asked to watch hotel service personnel’s body language pictures and chair pictures which appear on computer screen randomly. Participates need to press the space key on the keyboard quickly when they saw chair pictures. P2 component was elicited in frontal, central and parietal of brain area by hotel service personnel’s body language pictures. Standard and not standard movement has significant effect on the amplitude of P2 component. Standard and not standard posture, standard and not standard gesture, standard and not standard body language do not have significant effect on the amplitude of P2 component. But for the same stimulation of hotel service personnel’s body language, different brain area has different activeness. According to the analysis and discussion of the EEG date, this study gets two conclusions:Customers have no obvious aesthetic differences to hotel service personnel’s body language. Whether the hotel service personnel body language is standard or not has no significant effect on customer service quality evaluation.Customers’ aesthetic mechanism has obvious differences on brain area. For the same body language, there is the phenomenon that “activeness of parietal area> activeness of central area > activeness of frontal area”.