Research on Hotel Service Design from perspective of customer

机译：客户视角的酒店服务设计研究

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This paper tries to place the notion of hospitalities service design with concern of service design theory.Then it accesses the hotel service design factors on customers satisfaction under the condition on different levels of service demands by means of experimental approach(N=120), in which display three categories service demands(must-be quality, one-dimension quality and attractive quality)may contribute to service design in hospitality industry through KANO model.At last it concludes that design factors have magnificent relationship with customer's satisfaction which helps managers to design service in luxurious hotel.

机译：本文试图将服务型服务设计的概念放在服务设计理论的关注点上，然后通过实验方法（N = 120），在不同水平的服务需求条件下，获取酒店服务设计因素对顾客满意度的影响。表现出三类服务需求（必不可少的质量，一维质量和有吸引力的质量）可能通过KANO模型有助于酒店业的服务设计。最后得出结论，设计因素与客户满意度之间存在着巨大的联系，这有助于经理进行设计豪华酒店的服务。

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来源
《Thirteenth Wuhan international conference on E-business》|2014年|685-692|共8页
会议地点 Wuhan(CN)
作者
Wang Lin; Nie Yuanyuan; Li Huiqin;
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作者单位

College of Economic and management, China University of Geoscience (Wuhan), China;

College of Economic and Management, China University of Geoscience (Wuhan), China;

College of Economic and Management, China University of Geoscience (Wuhan), China;

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会议组织
原文格式 PDF
正文语种 eng
中图分类建筑结构;
关键词
Kano Model; consumer satisfaction; service design;

机译：卡诺模型消费者满意度；服务设计;

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Research on Hotel Service Design from perspective of customer

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