"Hotel operations have in fact long been standardized. But in different hands, the effect can vary widely," says Andrea Zhang. "No matter whether the management consists of foreign investors, Taiwanese investors, or local people, the results ultimately depend on those who actually perform the services day in and day out.
「旅館作業流程其實是很早就『標準化』了，但不同的人操作，效果往往差異很大，」張麗芳說，「不管外商、台資還是本地人經營，最後的成果高下還是得回到實際參與服務的員工身上。