Impacts Of Hotel Outsourcing Performance: On Customer Perceived Value

The outsourcing strategy has been taken and developed rapidly in every industry.As one of the tourism enterprises, hotel sector has more and more kinds ofoutsourcing businesses, and it has became an important strategy for hotel to enhancecompetitiveness. Customers are important for hotel. The goal of this research is tomeasure the performance of hotel outsourcing from the perspective of customerperception. And it has the vital significance.On the basis of summarizing and combing the related literature domestic andabroad, and reviewing of the hotel catering outsourcing, the author constructed thetheoretical model of this study, put forward the research hypothesis on hoteloutsourcing service quality, customer perceived value, and outsourcing performance.Through the questionnaire survey to obtain212valid samples, descriptive statisticalanalysis, factor analysis, correlation analysis, regression analysis were carried out onthe data.The results showed that the reliability and validity of the data meet therequirements, so the data can be used for further analysis and validation. Through theanalysis, the author validated the relationship among the service quality, perceivedcustomer value, outsourcing performance in hotel outsourcing.The empirical analysis results showed that the service quality of hotel outsourcingcould be divided into three dimensions: technical quality, image quality, functionalquality. Outsourcing service quality had positive impact to the customer perceivedvalue, perceived value had significant positive influence on outsourcing performance.Outsourcing performance was influenced by each dimension of service quality, andcustomer perceived value plays a mediation role between service quality andoutsourcing performance. Finally, single factor variance analysis showed that whethercustomers are hotel guests, whether know the concept of outsourcing, know therestaurant is not run directly by the hotel, the service quality of outsourcing, perceivedvalue, and outsourcing performance did not exist significant differences.