A Study On The CIS Of The High-star Hotel From The Perspective Of Emotion

Amid the contemporary atmosphere of strong competition, Having a good image is a key factor to dominate whether the high-star hotels would succeed or not. Along with the development of Corporate Identity System, it has become the most distinctive representative factor as to establish the hotels' image. However, it is common that fake commodity and imitation flood in modern society. Consequently, if the high-star hotels want to stay in a leading position in the long race, it is necessary to improve the aspect of software gradually, satisfy the need of the customers in order to cater to the inner need of the heart of the customers. Apparently, the establishing of CIS becomes the focus from the perspective of emotion.This thesis attempts to search for the available measures of establish the image of high-star hotels according to the research of emotion factor of the customers. The whole thesis can be divided into three parts. The first is the review of related articles and papers for the image of the hotels and the theory of emotion. Secondly, the CIS model of high-star hotels from the aspect of emotion is presumed according to the interviews with the experts in academic and businesses circles, the research of the review of related articles and the practical experiences in the hotels. Thirdly, the data according to the questionnaire survey of the eleven high-star hotels in Henan Province is handled with the software of SPSS.The conclusion is drawn that the system of emotional reaction of the customers of the high-star hotels includes five factors. They are the social public image, skills of service of the working staff, the environment of facilities, atmosphere of the hotel, consumption experiences of customers. Among the five, the social public image holds the most important position, the second are the consumption experiences of customers and skills of service of the working staff in the hotels and the third are the enviromnent of facilities in the hotel and atmosphere of the hotel. Finally some available measures of establishing the image recognition system of high-star hotels are presented from the perspective of emotion. The available measures include three sections. The first is to set up the Mind Identity that is responsible for society; the second is to construct the Behavior Identity to satisfy and surprise the customers; the third is to establish the Visual Identity to temp emotional resonance of customers.