The Research On The Structure Of Etiquette Culture System Of Hotel And Application

With the development of hotel industry,the competition between the hotels is more and more fierce,from the competition of the fundamental tangible product,to the competition of the intangible service,at last to the culture competition.This is the most high-level competition form.Hotel etiquette culture is a vital part of hospitality industry culture,which is a key factor to measure the quality of hotel service and to show the hotel image to the public.However,at present most domestic hotel etiquette culture emphasize on the practice,the result and the behavior.In contrast, they despise the theory,the process and the thought and still staying at an elementary research level.Therefore,it is necessary to study hotel etiquette culture comprehensively and systematically.Base on the theory research,the author sets up the theory frame of hotel etiquette culture,which is made of three parts:hotel etiquette idea culture,hotel etiquette system culture and hotel etiquette behavior culture. Then the paper analyses the hotel etiquette culture factors,describes the process and mechanism.The theoretical model of hotel etiquette culture is proposed by theoretical analysis in this research.Questionnaire is designed by 5-point Likert Scales.Original data is investigated and collected,and then the data is analyzed by SPSS software.Firstly,the indicator system about hotel etiquette culture is constructed by Factor Analysis,which is made of twelve main factors.Secondly,works out the importance evaluation of all factors about hotel etiquette culture system, then order all variables in according to importance evaluation.Finally,the author analyzes the etiquette culture of the Fulihua hotel in ChangSha by using IPA analytical method,which combines the etiquette culture evaluations of importance and performance from hotel employees,brings out the strategies of management,which including "condition keeping", "improvement strengthen","moderation concerning" and "resource transferring".