1、 1 An Exploration of Service Quality Practices in the Chinese Hotel Industry : A Comparison between CMHs and FMHs Abstract China is a late starter in tourism. The government adopted “open door policy” in the late 1970s and began welcoming international visitors. The world has witnessed a boom in tou
2、rism in China over the ensuing three decades. Along with the increase of visitors, the Chinese hotel industry developed with high speed to meet these demands. The Chinese hotel industry developed fast. However, from 1994 to present, the Chinese hotel industry keeps on losing occupancy rate and profi
3、ts. Chinese hotel management attracted more and more academic research interests. However, a number of research gaps existed. In this research, the author tries to gain a better understanding of service quality gaps between CMHs and FMHs in mainland of China by examining that if there are service qu
4、ality differences via two critical dimensions: technical and functional. Keywords- Service quality; Chinese; Hotel industry;Functional and Technical Fonts. I. INTRODUCTION The Chinese hotel industry developed fast. Up to 2006, Chinas stock of hotels stood at 12751 hotels comprising about 1,459,800 rooms (The Yearbook of China Tourism Statistics, 2007). However, from 1994 to present, the Chinese hotel industry keeps on losing occupancy rate and profits. According to the Chinese National Tourism
