随着人们经济水平的提高,在饭店的标准化同质的服务之外,特色服务成为新的竞争焦点。特色服务在既可以让顾客对饭店的服务质量评价更高,也可以在一定程度上弱化瑕疵服务对饭店服务质量的影响。现有研究表明酒店特色服务与提高酒店服务质量是密不可分的。只有在硬件、软件方面都寻找到属于自己的特色,酒店才能做出属于自己特色的服务,提高服务质量,从而加强酒店品牌的竞争力,使酒店行业朝着健康、蓬勃的趋势不断发展。 With the improvement of people’s economic level and the standardized and homogeneous service in hotels, the special service has become the new competitive focus. The characteristic service can not only make the customer evaluate the service quality of the hotel higher, but also weaken the influence of the defect service to the service quality of the hotel to a certain extent. Existing research shows that hotel service and improve hotel service quality are inseparable. Only in the hardware and software are looking for their own characteristics, the hotel can make its own characteristics of the service, improve service quality, thereby enhancing the competitiveness of the hotel brand, the hotel industry toward healthy and vigorous development of the trend.