The Comparison of Service Innovation between High Level Hotels and Budget Hotels in China

摘要

Because of global competition,new products and services appear rapidly in hotel industry but customer-oriented research on hotel service innovation is rare.From customers’ perspective,the authors find out innovative products and services in budget hotels and high level hotels by participant observation and informal personal interview.Then these items will be classified twice by Delphi Method.And based on the levels of products and services theory which has been widely used in researches on hotels and the types of service innovation,an in-depth analysis about the features and reasons has been given.The purposes of this research are firstly finding innovation emphasises and tendencies of different hotel ranks,and then supplying suggestions for forming advantages and diversification strategies in the fierce market competition according to the customers’ cognition and preferences of service innovation.