Research on Hotel Service Design from perspective of customer
نویسندگان
چکیده
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.
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