Interactive Factors Affecting The Quality Hotel Services Research

In the era of Experience Economy, customers are longing for all kinds of interactions in the service enterprise to get perfect service experience. The hotel belongs to the "High Interactive" service enterprise, and customers almost interact within the whole service process. Thus, when facing the high personalized customers and the fierce competitors, how to improve the service interactive quality has been more and more concerned by the experts and the hotel management rank.This thesis, approaching the service interactive quality from the angle of customer interaction, aims at constructing the influencing factors system of the service interactive quality of the hotel, moreover, offer countermeasures to sharpen the competing power of the hotel enterprises. Firstly, on the basis of literature review relating to service interaction, service interactive quality of the hotel, etc, the thesis defines the concepts of service interaction and service interactive quality of the hotel, moreover, the interactions during the hotel service process are divided into three types, such as, the interactions between the customer and the employee, the interactions between the customer and the service environment, and the interactions between the customer and other customers. And five main dimensions of the influencing factors are summarizedSecondly, through in-depth interview to collect as many as "critical incidents", the factors system from literature review is bettered into four main dimensions , which are the performance of the employee, other customers' behavior, the service environment, and the interactive degree. Thirdly, on the basis of literature review and in-depth interview, the primary research model, the hypothesis, and the reasonable questionnaire are brought forward. Fourthly, multiple statistical tools such as factor analysis, variance analysis, etc, are used to test the research hypothesis and verify the research model. Based on the result, the thesis reaches the following conclusion: the customers have a comparatively negative assessment on the software quality, especially on the performances of the employees; the thesis gets 6 key components and 38 bottom factors; The personalized customers have different view on the 6 key components factors; The 6 key influencing factors ranked by importance are: service skills of the employees, service environmental designing factors, service attitude of the employees, inner potential service environment, interactive degree and other customers' behavior.Finally, on the basis of the empirical research, several countermeasures areproposed for the hotel to improve the service interactive quality including shaping excellent attitude of the employees, building a skilled service group, fostering the sense of moderate interaction for the employees, carrying out the compatible management of customer behaviors, and establishing the controlling system of the service quality.