Research On Competition Strategy Of A Hotel Based On Service Profit Chain

Along with the rapid development of service industry, Chinese star hotels aredeveloping quickly because of the development of tourist industry. However, it is notideal in many areas such as profitability and operating risk. Hotel is not only facingfavorable opportunities of development, but also facing the fierce competition fromforeign-funded counterparts and economical hotels.On this basic, this paper based on the theory of service profit chain, discussed thetheoretical implications from following five aspects: basic knowledge, theoreticalorigin, the construction of modeling, theoretic points, the way of construction,analysed the organic relationship between the customer, employee, enterprises andprofit. Then introduced the basic information of A hotel, made a thorough analysis onthe internal and external environment by means of SWOT; at the same time, made anempirical study on employee satisfaction and customer satisfaction of A hotel, dataquality analyzing, descriptive statistical analysis and factor analysis were done byusing SPSS18.0, in order to find the lacks during the operation. Finally, proposed thecorresponding countermeasures and improvement measures to improve the hotel’smarket competition, to promote profitability and keep sustainable development.Through theoretical research in the paper, combined with experimental analysis,the article offered competition strategy for improving continuously staff satisfactionand customer satisfaction. Taking service quality as key, striving to constructemployee capability circulation system, employee satisfaction circulation system,customer loyalty circulation system and enterprise profit circulation system. As aresult, promote the core competitiveness of the hotel, make long-term development tocome true.