外文文献-东方酒店服务失误与补救策略的研究.doc

An Exploration of Service Quality Practices in the Chinese Hotel Industry : A Comparison between CMHs and FMHs Abstract China is a late starter in tourism. The government adopted “open door policy” in the late 1970s and began welcoming international visitors. The world has witnessed a boom in tourism in China over the ensuing three decades. Along with the increase of visitors, the Chinese hotel industry developed with high speed to meet these demands. The Chinese hotel industry developed fast. However, from 1994 to present, the Chinese hotel industry keeps on losing occupancy rate and profits. Chinese hotel management attracted more and more academic research interests. However, a number of research gaps existed. In this research, the author tries to gain a better understanding of service quality gaps between CMHs and FMHs in mainland of China by examining that if there are service quality differences via two critical dimensions: technical and functional. Keywords- Service quality; Chinese; Hotel industry;Functional and Technical Fonts. I. INTRODUCTION The Chinese hotel industry developed fast. Up to 2006, China’s stock of hotels stood at 12751 hotels comprising about 1,459,800 rooms The Yearbook of China Tourism Statistics, 2007 . However, from 1994 to present, the Chinese hotel industry keeps on losing occupancy rate and profits. According to the Chinese National Tourism Administration CNTA data CNTA year book 1995,1996, 1998, 1999, 2000, 2004 , in 1995 and 1996 occupancy rates went down to under 60%; in 1998 China’s hotel industry suffered from its first loss RMB 4.656 billion . China’s hotel industry showed severe losses in 1999 RMB 5.364 billion ; in 2000 RMB2.643 billion . When the Chinese hotel industry made losses, the relevant data show that in the Chinese hotel market, foreigner managed Hotels FMHs performed much better than Chinese managed Hotels CMHs . The poor performance of the Chinese hotel market has attracted a lot of experts’ attention.