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 tourism 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 profits. 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 quality differences via two critical dimensions: technical and functional.