Service Is Power

ISBN-13: 9783659217807 / Angielski / Miękka / 2012 / 144 str.

Li Xiangyu; Krit Jarinto

Opis

This is a Service Ecominic moment. Quality of service frequent influences a performace of a hotel and we do belive that the service occupise a significant role in hotels management.Thus it is worth to research.This study seeks to evaluate the service quality of hotels in the Yunnan province of China and to explore the effects of changes in service quality on customer satisfaction, customer loyalty, and brand image. This study uses both quantitative and qualitative methodologies. A total of 412 questionnaires were returned by study participants and Structural Equation Modelling techniques were used to analyze the data received. Qualitative data collection primarily consisted of in-depth, face-to-face interviews. This study yielded the following results: First, service quality has a positive effect on customer satisfaction, customer loyalty and brand image. Second, customer satisfaction has positive effects on customer loyalty and brand image. Third, customer loyalty has a positive effect on brand image. Finally, by researching the service quality in Yunnans hotels, this study has provided a reference for hotel service quality management in Yunnan province.

O autorze

Mr. Xiangyu Li has obtained his Master degree of MBA in Burapha University of Thailand in 2012, he has been researched hotel's service management in Yunnan of China for one year, and finally the research: "Service Is Power: Exploring Service Quality in Hotel s Business,Yunnan, China" has published in International Business Research at May, 2012.