What is the meaning of hotel service quality?

There are usually two understandings of hotel service quality. One is service quality in a narrow sense, which refers to the quality of hotel services. It purely refers to the use value provided by the service labor of the waiter, excluding the physical form provided. The other is hotel service quality in a broad sense, which includes the three elements that make up hotel services: the quality of facilities and equipment, physical products and services. It is a complete concept of service quality. Overall, it includes tangible product quality and intangible quality. Product quality in two aspects. The service quality referred to in this book mainly refers to service quality in a broad sense, that is, the services provided by the hotel to its guests based on the facilities and equipment it owns.

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

Source: "Tourism Management Major Series Textbooks for Colleges and Universities: Modern Hotel Operation and Management" compiled by Chao Chaohui

Part of the table of contents:

Chapter 8 Hotel Service Quality Management

Section 1: The meaning and characteristics of hotel service quality

1. The meaning of hotel service quality

2. The characteristics of hotel service quality

Section 2 Hotel Service Quality Content

1. Tangible Product Quality Components

2. Intangible Product Quality Components

3. Tangible Product Quality Evaluation

IV. Intangible Product Quality Evaluation

Section 3. Hotel Service Quality Management Methods

1. Service Procedure Design

2. Selection of Service Quality Management Methods