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1、英文摘要ABSTRACTWiththedevelopmentofsocialeconomy,people'slivingstandardsimprove,lifestylehaschanged,withthecontinuousimplementationofthesystemofpaidvacation,leisurevacationtourismisgraduallyreplacingthetraditionalsightseeingtourism,hasbecomeanewtrendoftourism.HolidayHotelasanimporta
2、ntpartoftheleisurevacationtourismandactivitycarrier,theleisurevacationtravelandthetraditionalsightseeingtourism.Inleisuretravel,visitorsspendmoretimeandmoneytoenjoythehappytimeinthehotel.Inordertoseizethecommandingheightsofleisureandholidaytourismmarket,YunnanProvincewillresortas
3、animportantstartingpoint,willcontinuetointroducenewbrands,thecorrespondingincentivemeasures,continuetobuildhigh-endResortHotel,tryingtofundamentallychangeitspresenceintheresortofshortboard,seizethisopportunitywillgreatlypromotetheYunnanProvinceholidayhotelindustrydevelopment.Buta
4、sthefamoustouristresort,YunnanProvinceintheresorthoteldevelopmentstillexistmanyproblemsandshortcomings,especiallytheunsatisfactoryqualityofservice.Serviceisthelifelineoftheresorthotel,isrelatedtothehotel'ssurvivalmustimproveservicequality,improvethesatisfactioninordertoobtainabet
5、terdevelopment.Thispaperfirstdescribestheresearchbackground,anddescribesthepurposeandsignificanceofthestudy,andtherelatedtheorytodotheresearchandanalysis.Onthebasisoftheoreticalanalysis,inYunnanProvincecomparedwitharepresentativetypeofHolidayHotel-Kunmingintercontinentalhotelasth
6、emainresearchobject,forthehotelandcateringservice,frontofficeserviceandroomservicequalitypresentsituationanalysis.TheempiricalresearchisbasedonthecharacteristicsofKunmingIntercontinentalHoteltoestablishthegapbetweentheexpectationsofthecustomerandthemanagersperceivedtotheexpectati
7、onsofthegapbetweentheservicequalitystandards,serviceperformancegap,thegapbetweentheactualdeliveryofservicesandthegapbetweenthefiveaspectsofserviceexpectations-servicequalitygapmodel,andthemodeldesignedaquestionnaire.DataprocessingisacombinationofIV英文摘要servicequalitygapmodelanalys
8、isofthequestionnaireresultsfromloyalty,p
