1.0 Introduction引言
本文探讨了顾客与酒店的关系。因此，本文将重点讨论客户的可变性以及服务操作如何适应客户的可变性。效率的含义是客户行为如何影响运营效率，如何设计流程和安排资源，以使运营高效并适应客户行为带来的可变性。生产力、产品和服务质量是经济建立其竞争力的基础，是经济发展的关键。有效性和效率（Holjevac，2010年，第87页）。
The relationship between the customers and hotel is explored on this article. Therefore, this article would like to focus on thecustomer variability and how service operations accommodate customer variability can. What meant by efficiency is,how customer behavior impact on the efficiency of operations, how design processes and arrange resources so that the operation can be efficient and adapt to the variability introduced by customer behavior.Productivity and product and service quality are the foundations upon which an economy builds itscompetitiveness, effectiveness and efficiency(Holjevac, 2010, P.87).
服务质量的概念是服务成功的一个重要因素（Siu Wa Chan，2014，第921页）。服务质量概念自20世纪70年代末创立以来越来越受到人们的欢迎，由于其对企业绩效、成本节约、客户满意度、客户忠诚度和盈利能力的显著影响，服务质量已成为从业人员、管理者和研究者（RENET）关注的主要领域。服务质量是消费者对服务卓越性和优越性的判断。在酒店行业，当客人在酒店期间体验到感觉和态度时，就会形成对服务质量的认知。换言之，客人对酒店的服务质量有一定的了解，取决于对他们的服务或他们的体验。Kustated（2014）用于计算服务质量和客户满意度的评估，被广泛认为是提高酒店业盈利能力的有效策略。酒店业的客户接触水平很高，对此观察也不例外。面对竞争，酒店经营者必须不断评估，寻找提高服务质量的途径。服务质量模型作为衡量组织服务绩效的常用工具，已成为服务营销文献中应用最为广泛的模型，需要广大从业人员和学者的关注。许多学者试图复制和反驳其结构和概念化（Chen，2015）。一般被引用为一种流行的服务营销模式的文献，用以衡量组织的服务绩效，用服务质量模式的理论批评和操作方面的问题。尽管受到批评，servqual模型已被证明是一种流行的模型；该模型被用于各种服务中，以评估服务质量，包括酒店行业。The concept of service quality is an important element, lead to the success of the service(Siu-wa Chan, 2014, P.921). The concept of service quality has gained more and more popularity since its inception in the late 1970 s. Due to its significant influence on enterprise performance, cost savings, customer satisfaction, customer loyalty and profitability, quality of service has become a main area in the attention of practitioners, managers, and researchers(Renet.,al, 2015). Service quality is the consumer's judgment of service excellence and superiority. In the hotel industry, perceptions of service quality to form when the guest experience feelings and attitudes during their stay in the hotel. In other words, the guest will have certain ideas about the hotel service quality depends on services to them or how much they experience. KUstated (2014) that used to calculate the evaluations about the service quality and customer satisfaction are widely recognized as an effective strategy to promote the profitability of the hotel industry. The hotel industry a high level of customer contact, this observation is no exception. For facing the competition, the hotel operators must continually assess, looking for ways to improve their service quality. As a popular instrument to measure the organization's service performance, SERVQUAL model has become the most widely used model of service marketing literature, and requires the attention of practitioners and scholars. Many scholars have tried to copy and counter its structure and conceptualization(Chen, 2015). Commonly is cited as a popular model of the service marketing literature to measure the service performance of organization, SERVQUAL model by the theory of criticism and operational aspects of the problem. Despite the criticism, the SERVQUAL model has proved to be a popular model; the model is used in a variety of services to evaluate quality of service, including the hotel industry
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Table of contents
1.0 Introduction 2
2.0 Service quality 3
3.0 Conclusion 10
Reference 11
3.0 Conclusion
In conclusion, previous studies on some related theories of consumption behavior and across continents development model. Although many people think that most of the behavioral theory is influenced by cultural values and rooted in psychology, this study the effect of value-added green consumer behavior literature survey practice, innovative technology, and attitude factors on purchase behavior in gender, education, and age.
Understand the different cognition and experience of the guests is very important for tourism and hotel industry. Knowledge of customer attitudes of different people f
