The Causes And Solutions Of Paradox In Service Quality Of Hotel Industry

Since 1880s,quality management research has become the focus of academic research(Dean&Bowen,1994).The general theory is that,with the development of industry and market,fierce competition,enterprises will adopt various measures of quality management,quality management to reduce defects,thereby improving the quality of products and services(Juran&Riley,1999),so the quality will become better and better(Conti,1999).However,in recent years,with the rapid development of China's high star hotel,its service quality has shown signs of getting worse and worse(Zhaoxiaochuan,2015).This is contrary to the normal quality of abnormal phenomenon,which constitutes the research question of this article:what is the cause of the paradox of service quality in the hotel industry?How to resolve the paradox of hotel service quality.This paper used face-to-face interview and Nvivo analysis software,the results of the study show that:the origin of hotel service quality paradox,from the management team,employees,consumers and industry characteristics of the four aspects is verified,such as differences in intergenerational characteristics of the new generation of employees and work on cognition;hotel management group learning ability.Creativity and innovation;the upgrading of consumption structure and its own contradictions;the hotel industry itself is heterogeneous and perishable,both in composition and quality of hotel service product changes.In the face of this change,even worse,hotel enterprises should be from the workplace support,personnel training,customer participation and integration of resources and other aspects,to improve the hotel service quality through various measures,can effectively resolve the quality paradox phenomenon,enhance the hotel operation performance.