Abstract
This paper elaborates the characteristics and constitution of hotel service quality, pointing out that the characteristics of hotel's serving products determine that the guest behavior inevitably impact hotel serving products. However, in hotel service quality management practice and service quality management researches, people prefer to find problems from management and service in enterprises but neglect the impact of guest behavior on hotel service quality. In order to know the main factors that impact hotel service product quality more comprehensively, this paper analyzes guest behavior's impact on hotel service quality and puts forward corresponding countermeasure and suggestion which aim to avoid or reduce guest behavior's impact on hotel service quality.
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