2020-10-192020-10-192020-10-18http://hdl.handle.net/10919/100616Hotel efficiency analysis has considered cost-related factors only except customer-related factors. However, it is hard to figure out problems in the operational stage. To understand the structural problem of inefficiency, Hotel should focus on guest satisfaction and use it for analyzing the efficiency of operation. Hoteliers should define their brand orientation before developing service operations strategies. Then, they can design optimized competitive services processes based on efficiency analysis.application/pdfen-USCreative Commons Attribution 4.0 Internationalhotel operationefficiencyservice operationSummary