{"id":"https://openalex.org/W7127066823","doi":"https://doi.org/10.1051/shsconf/202521301006/pdf","title":"Construction and Evaluation of Hotel Service Quality Management System Based on Customer Value Creation","display_name":"Construction and Evaluation of Hotel Service Quality Management System Based on Customer Value Creation","publication_year":2025,"publication_date":"2025-03-25","ids":{"openalex":"https://openalex.org/W7127066823","doi":"https://doi.org/10.1051/shsconf/202521301006/pdf"},"language":"en","primary_location":{"id":"pmh:oai:edpsciences.org:dkey/10.1051/shsconf/202521301006","doi":"https://doi.org/10.1051/shsconf/202521301006/pdf","is_oa":false,"landing_page_url":"https://www.shs-conferences.org/10.1051/shsconf/202521301006/pdf","pdf_url":"https://www.shs-conferences.org/10.1051/shsconf/202521301006/pdf","source":{"id":"https://openalex.org/S4306400744","display_name":"Springer Link (Chiba Institute of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I8488066","host_organization_name":"Chiba Institute of Technology","host_organization_lineage":["https://openalex.org/I8488066"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"https://doi.org/10.1051/shsconf/202521301006","raw_type":"Text"},"volume":null,"type":"article","indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5124818134","display_name":"Junbo Wang","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Junbo Wang","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5124818134"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.57391013,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.875,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.875,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.11400000005960464,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":0.002899999963119626,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/hotel-service-quality","display_name":"hotel service quality","score":0.902999997138977},{"id":"https://openalex.org/keywords/customer-value-creation","display_name":"customer value creation","score":0.9919999837875366},{"id":"https://openalex.org/keywords/customer-needs-and-expectations","display_name":"customer needs and expectations","score":0.7400000095367432},{"id":"https://openalex.org/keywords/personalized-services","display_name":"personalized services","score":0.8230000138282776},{"id":"https://openalex.org/keywords/customer-feedback","display_name":"customer feedback","score":0.6980000138282776},{"id":"https://openalex.org/keywords/employee-training","display_name":"employee training","score":0.9679999947547913},{"id":"https://openalex.org/keywords/employee-motivation","display_name":"employee motivation","score":0.8360000252723694},{"id":"https://openalex.org/keywords/incentive-mechanisms","display_name":"incentive mechanisms","score":0.9620000123977661},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.7049999833106995}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6341000199317932},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.5913000106811523},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5752000212669373},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.54339998960495},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5259000062942505},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.4887000024318695},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.48240000009536743},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4797999858856201},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4657000005245209},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4519999921321869},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4449000060558319},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.4415999948978424},{"id":"https://openalex.org/C29122968","wikidata":"https://www.wikidata.org/wiki/Q1414816","display_name":"Incentive","level":2,"score":0.4025999903678894},{"id":"https://openalex.org/C48840187","wikidata":"https://www.wikidata.org/wiki/Q689042","display_name":"Service management","level":4,"score":0.3765999972820282},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.37389999628067017},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.37139999866485596},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.3573000133037567},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.3467000126838684},{"id":"https://openalex.org/C36829320","wikidata":"https://www.wikidata.org/wiki/Q7455785","display_name":"Service product management","level":5,"score":0.33090001344680786},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.3301999866962433},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.30979999899864197},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.3028999865055084},{"id":"https://openalex.org/C201289532","wikidata":"https://www.wikidata.org/wiki/Q608513","display_name":"Quality management system","level":4,"score":0.2870999872684479},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.2838999927043915},{"id":"https://openalex.org/C158154518","wikidata":"https://www.wikidata.org/wiki/Q7310970","display_name":"Relevance (law)","level":2,"score":0.265500009059906},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.26350000500679016},{"id":"https://openalex.org/C2780801425","wikidata":"https://www.wikidata.org/wiki/Q5164392","display_name":"Construct (python library)","level":2,"score":0.2574000060558319}],"mesh":[],"locations_count":1,"locations":[{"id":"pmh:oai:edpsciences.org:dkey/10.1051/shsconf/202521301006","doi":"https://doi.org/10.1051/shsconf/202521301006/pdf","is_oa":false,"landing_page_url":"https://www.shs-conferences.org/10.1051/shsconf/202521301006/pdf","pdf_url":"https://www.shs-conferences.org/10.1051/shsconf/202521301006/pdf","source":{"id":"https://openalex.org/S4306400744","display_name":"Springer Link (Chiba Institute of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I8488066","host_organization_name":"Chiba Institute of Technology","host_organization_lineage":["https://openalex.org/I8488066"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"https://doi.org/10.1051/shsconf/202521301006","raw_type":"Text"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/9","score":0.41346874833106995,"display_name":"Industry, innovation and infrastructure"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":[],"abstract_inverted_index":{"In":[0],"the":[1,7,134,162],"current":[2],"fiercely":[3],"competitive":[4],"environment":[5],"of":[6,27,75,138,142,166],"hotel":[8,29,144],"industry,":[9],"how":[10,46,54],"to":[11,47,55,70,110,127,151,172],"attract":[12],"and":[13,25,53,78,93,122,132,136,156,164,179],"retain":[14],"customers":[15],"through":[16,117,187],"high-quality":[17],"services":[18,87],"has":[19],"become":[20],"a":[21,28,50,59,72,143],"challenge.":[22],"The":[23,140],"construction":[24,141],"evaluation":[26],"service":[30,60,95,130,145,159,180,185],"quality":[31,61,146],"management":[32,51,62,147],"system":[33,52,63,148],"based":[34],"on":[35,65,153,176],"customer":[36,66,76,115,118],"value":[37,67],"creation":[38],"is":[39],"particularly":[40],"important.":[41],"This":[42],"article":[43],"will":[44],"explore":[45],"construct":[48],"such":[49,99],"evaluate":[56],"it.":[57],"Building":[58],"centered":[64],"requires":[68],"hotels":[69,170],"have":[71],"deep":[73],"understanding":[74],"needs":[77,116,150],"expectations.":[79],"It":[80],"not":[81],"only":[82],"includes":[83],"providing":[84,91],"basic":[85],"accommodation":[86],"but":[88],"also":[89,149],"involves":[90],"innovative":[92],"personalized":[94,104],"experiences":[96],"for":[97],"customers,":[98],"as":[100],"customized":[101],"travel":[102],"plans,":[103],"room":[105],"configurations,":[106],"etc.":[107],"Hotels":[108],"need":[109,171],"continuously":[111],"understand":[112],"changes":[113],"in":[114,125],"feedback,":[119],"market":[120],"research,":[121],"other":[123],"methods":[124],"order":[126],"quickly":[128],"adjust":[129],"content":[131],"ensure":[133],"timeliness":[135],"relevance":[137],"services.":[139],"focus":[152],"employee":[154],"training":[155,175],"motivation.":[157],"High-quality":[158],"comes":[160],"from":[161],"professionalism":[163],"enthusiasm":[165],"every":[167],"employee.":[168],"Therefore,":[169],"regularly":[173],"organize":[174],"professional":[177],"skills":[178],"concepts":[181],"while":[182],"improving":[183],"employees\u2019":[184],"motivation":[186],"reasonable":[188],"incentive":[189],"mechanisms.":[190]},"counts_by_year":[],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2026-02-03T00:00:00"}