Research On The Effect Of Service Encounter To Service Quality In Hospitality Industry

With the rapid development of China's hospitality industry,service quality is being a determinant factor to customer satisfaction,customer loyalty and the corporation's benefits.As a result,the hospitality service quality turns into one of the most important subjects among many scholars.As a service industry,the basic character of hospitality service is that customers will participate in the whole service process,and the service encounter between customers and the hospitality will decide the service quality.On the basis of literature review of service quality and service encounter,the thesis begins with the "course quality" and "the three dimension service encounter model" and discuss the effect of service encounter on service quality by analyzing the relationship among customer, service personnel and service material environment.The thesis compares service encounters found in three hotel departments,including the front office,dining room and guest room service and focuses on the relationship among service quality,factors of service encounter,and customer characteristics.In empirical part,the questionnaire is analyzed by using SPSS11.5 which testify that the effect of hospitality service encounter on service quality is notable,the effect of service quality in departments on the whole service quality is notable,service quality value in different departments will interact each other,and as well as that customer characteristics will effect the service quality more or less.Finally,suggestions for controlling and managing the hospitality service encounter are put forward in the thesis such as management and control of the whole service encounter system, improvement of personnel's go-aheadism,and inducement and management of customer behavior.