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Abstract
Most of the studies of China hotels' service quality have been conducted from the international tourists' perspectives. There is a lack of research on how Chinese tourists perceive the service quality of China's hotels and how similar or different Chinese tourists' perceptions are from their international counterparts. This research attempts to fill this gap by investigating the service quality of China's hotels perceived by both Chinese and international tourists. As on-line guest review Web sites are popular and becoming “a new kind of word-of-mouth communication,” the guest reviews posted on elong.com and tripadvisor.com were collected and analyzed. The results show that Chinese and international tourists were generally satisfied with the service quality of the hotels where they stayed. However, Chinese tourists were “pickier” than international tourists when evaluating hotel services. They demanded more personal services and were more conscious of value.
中国酒店服务质量的文献大多集中研究国际游客的感知，少有研究中国游客的感知及中国和国际游客对中国酒店服务质量感知的异同。本文尝试研究中国和国际游客对中国酒店服务质量的感知，以期填补此研究范畴的空白。有鉴于在线客人评价网站的普遍使用及已成为 “新兴的口碑传播”，本文从易龙网 (elong.com) 及 tripadvisor.com收集了客人的评价并加以分析。研究结果显示中国和国际游客大致满意住宿酒店的服务质量。不过，在评价酒店服务方面，中国游客较国际游客挑剔，他们要求较私人的服务、价值意识较强。