The Research On Hotel Customer Experience Of The Jinling

Customer experience is a impression and sensation which comes from the interaction between customer and corporation, it is a integral process. A ideal customer experience will be composed of a series of mental process such as comfort,appreciation, admiration, memorability etc. customer strongly feel this experience is valuable. This paper applies the peak-end rule as the theory perspective and makes the customer of Jinling Hotel Nanjing as the research object to provide some ideas and strategies for the customer experience management.First of all, this paper reviews related literature concerning peak-end rule, customer experience, the moment of truth, and teases domestic and foreign customer experience research to establish the foundation of this study. Secondly, the above work begins this research process. With a qualitative analysis of300online customers’comments coming from the Jinling Hotel Nanjing, this study obtains the basic dimensions which the customer focus on and design a reasonable questionnaire. Eventually, this study collects the data and makes a statistics and analysis through the questionnaire to reach three conclusions:1. there are twelve points of contact for customer service in customer experience, they are arrival, parking, entrance, check-in, guest room, housekeeping, subsidiary facilities, diner, bathroom, sleep, breakfast and check-out.2.the peak value of customer experience respectively are entrance, check-in, housekeeping and sleep;The end is check-out.3.customer emphasize quality service more than hotel’s hardware facilities.According to the conclusions, the paper proposes measures of human resources management to improve the customer experience to Jinling Hotel Nanjing. Employ the right person who can satisfy the customer’s needs, establish the core standard of employment.Train the employee to delivery the experience what customer needs, include confirm the training target, training content. Reward the right behavior, include establish the efficient performance appraisal system, compensation structure and spiritual motivation associated with the PAS. Driving behavior from top to bottom,mainly practice the "people first" corporate culture.