The purpose of the study was to assess international tourists'perceptions and expectations
of service quality in China's hotel industry. A questionnaire was used and a systematic
sampling was applied to survey a sample of 270 tourists. Descriptive and multivariate
analyses were employed. The study found 22 significant service gaps in China's hotel in
dustry. It explored the six underlying dimensions of perceived service quality and identified
that "staff skill and performance" and "extra amenities provided" were the determinants
of tourists' choice intention.
Boyd, M. (1993, January/February). China looks to incentive tourism . Tourism Asia, 10-14.
2.
Cai, L., & Woods, R. (1993). China's tourism service failure. The Cornell Hotel & Restaurant Administration Quarterly, 34(4), 30-39.
3.
Choy, D.J.L., Guan, L.D., & Zhang, W. (1986). Tourism in PR China. Marketing trends and changing policies. Tourism Management, 7(3), 197-201.
4.
Cook, D. (1989). China's hotels: Still playing catch-up. The Cornell Hotel & Restaurant Administration Quarterly, 30(3), 64-71.
5.
Nunnally, J.C. (1967). Psychometric theory. New York : McGraw-Hill.
6.
Oberoi, U., & Hales, C. (1990). Assessing the quality of the conference hotel service product : Towards an empirically based model. The Services Industries Journal, 10(4), 700-721.
7.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985, Fall). A conceptual model of service quality and its implication for future research. Journal of Marketing , 49, 41-50.
8.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing , 64(1), 12-40.
9.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1991). Understanding customer expectation of service . Slogan Management Review, 32(3), 39-48.
10.
Qing, L., & Liu, J. (1993). Assessment of the hotel rating system in China . Tourism Management, 14(6), 440-452.
11.
Richard, M., & Sundaram, D. (1993). Lodging choice intentions: A casual modeling approach . Journal of Hospitality & Leisure Marketing,1(4), 81-98.
12.
Schrock, J.R., Adams, C.R., & Lung, J. (1989). China's need for tourism development. The Cornell Hotel & Restaurant Administration Quarterly,33(3), 68-71.
13.
Wei, L., Crompton, J.L., & Reid, L.M. (1989). Cultural conflicts: Experiences of U.S. visitors to China. Tourism Management, 10(4), 322-332.
14.
The year book of China tourism statistics-1995. Beijing : China Travel and Tourism Press.
15.
Yu, L. (1995). China's hotel landscape: A marker of economic development and social change. Tourism in China: Geographic, political, and economic perspectivesBoulder, CO: Westview.
