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《Journal of Hunan Institute of Engineering(Social Science Edition)》 2014-01
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The Control Model of the Hotel Staff Service Quality Perceived by Tourists——Take Zhangjiajie International Hotel as an Example

ZHANG Hong;LIU Jian-ping;LIU Zi-chen;ZHOU Xue;College of Architectural Engineering,Hunan Institute of Engineering;College of Tourism Management,Xiangtan University;  
The service quality of the hotel staff which has much to do with tourist perception.crucial for the development of the hotel.Based on the differences in tourist perception,this paper takes Zhangjiajie International Hotel as an example to evaluate the affecting factors of service quality.Findings show that the main factors include work experience,the education level of the staff,the comprehensive quality of the employees,their genders,and the service provided by different departments.This paper also puts for ward the suggestions for improvement.
【Fund】: 2009年湖南省规划办基金项目“两型社会背景下区域红色文化遗产旅游资源利用研究”(09JD46)
【CateGory Index】: F272.92;F726.93
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