3.3 Questionnaire results............................................................................................................22
3.3.1 Individual needs..........................................................................................................22
3.3.2 Customer value...........................................................................................................23
3.3.3 Persuasion...................................................................................................................25
3.3.4 Consumer experience..................................................................................................25
3.4 Summary..............................................................................................................................25
4.0 Discussion..................................................................................................................................25
4.1 Introduction of this chapter .................................................................................................25
4.2 Customer Relationship Management...................................................................................26
4.3 Promotional skills................................................................................................................30
4.4 Service quality......................................................................................................................37
4.5 Comparison..........................................................................................................................42
4.6 Summary..............................................................................................................................44
5.0 Conclusion................................................................................................................................44
5.1 Main points..........................................................................................................................44
5.2 Limitation and further research............................................................................................46
5.3 Implications..........................................................................................................................46
References.......................................................................................................................................491.0 Introduction介绍
1.1 Problem description
Since the 21st century, the number of China's five-star hotels has been increased from 15 in 2000 to 1000 (Crick and Spencer, 2011). China has become one of the countries with the most five-star hotels in the world (Bianchi, 2006). However, since the financial crisis happened in 2008, the development of China's five-star hotels faces enormous challenges (Albayrak and Caber, 2015). On the one hand, in 2013, the Chinese government has issued a policy to ban luxury consumption, which required that civil servants will be banned to consuming in high star hotels, thus the performance of high star hotels dropped significantly (Albay
