越来越差？一个服务质量悖论及其解释.pdf

2013 1 : 12 16 100 5 Getting worse and worse? A service quality dilemma and its explanations QIN Yu GUO Wei ZHANG Xiaoyu Abstract: Generally speakingas time goes onthe quality of service enterprise will become better accordingly. However, 20 years development of the 5-star and 4-star tourist hotels in mainland China indicates that the service quality in this market segment has become increasingly worse. What’s the reason of the change? The authors conducted semi-structured interview with more than 100 executives and managers in 16 high-star tourist hotels across 12 cities. The analysis on the interview data and the official statistics shows that labor supply change in hotel industry, changes in structure of consumer demand and consumer experience are among the main reasons. On the basis of above analysis, we put forward five propositions. Nowadays, service quality papers in mainland mainly use quantitative methods. Besides, by using service quality and satisficing model which are developed from abroad, it mainly investigates and analyzes the perception of service quality and satisfaction of a few of enterprises. However, these researches pay less attention to a phenomenon if relative static and stable market environment theory model is appropriate for the