What is the value and use value of hotel service?

One is the service quality in a narrow sense, which refers to the hotel service quality. It simply refers to the use value provided by the service labor of the waiter, excluding the physical form provided. The other is the hotel service quality in a broad sense, which includes three elements of hotel service: the quality of facilities, the quality of physical products and the quality of service. It is a complete concept of service quality, including the overall quality of tangible products and intangible products. The service quality referred to in this book mainly refers to the service quality in a broad sense, that is, the service provided by the hotel for its guests based on its own facilities and equipment.

The degree to which the value suits and meets the material and spiritual needs of the guests. According to the definition of hotel service quality, the service provided by the hotel should not only meet the basic needs of guests' life, that is, material needs, but also meet their psychological needs, that is, spiritual needs. The so-called suitability means that the use value of the services provided by the hotel for the guests is accepted and loved by the guests. The so-called satisfaction is that this use value brings physical and mental pleasure and enjoyment to the guests, making them feel that their wishes and expectations have been realized.

Source: A series of teaching materials for tourism management in colleges and universities: Modern Hotel Management, edited by Wang Chaohui.

Partial directory:

Chapter VIII Hotel Service Quality Management

First, the meaning and characteristics of service quality in Festival Hotel.

First, the meaning of hotel service quality

Second, the characteristics of hotel service quality

Second, the content of service quality in Festival Hotel.

First, the quality composition of tangible products

Second, the quality composition of intangible products

Third, the quality evaluation of tangible products.

Four. Quality evaluation of intangible products

Third, Festival Hotel service quality management methods.

First, the service specification design

Second, the choice of service quality management methods