In this study, we investigate whether cognitive dissonance and compliance with collective rationality affect hotel CEO management activities. The study surveyed a wide range of hotel employees, from new recruits to CEOs, within 5-star hotels in Seoul to analyze perceptions of organizational members. A canonical correlation analysis was used to empirically investigate the correlations and differences among constitutional concepts. The study also used regression analysis to analyze the influential relationship between variables. The study found that despite the differences in individual beliefs, compliance to collective beliefs increased when individuals complied and received compensation despite their individual differences. The performance perceptions of financial and non-financial management improved at that time. Some research conducted on the Cognitive Dissonance also demonstrates that individuals with cognitive dissonance modify their behavior and cognition to reduce dissonance. It is true that an individual’s opinion differs from that of the group, but adding a cognitive factor that an individual is compensated by participating in and respecting the group’s beliefs leads to public compliance with those beliefs. Due to the strong public cognition and beliefs within the organization, the individual attempts to keep his or her cognitive and belief systems consistent, but complies with them regardless of his or her cognitive and belief systems. Furthermore, it suggests that managers can improve their performance by compensating people for conforming to group rules, since management performance is the end goal of management, and public compliance affects it significantly.

Based on the development background of the social network environment, higher requirements are put forward for the development and transformation of hotels in the new era. As a representative industry in the service industry, the service quality and experience provided by the hotel can meet the feelings and needs of customers. According to the data of the hotel industry in previous years, it can be found that from 2015 to 2018, the average revenue of hotel rooms available for rent (RevPAR) decreased by 7.7%, 5.3%, and 7.7%, respectively; The occupancy rate dropped to the lowest point at the end of 2018 and then began to rise gradually. In addition, while the economy recovers, the tourism industry has driven the hotel industry. RevPAR has increased by—1.4% and 3.5% year-on-year, and the occupancy rate has increased by 3.6% and 2.0% year-on-year. In 2018, China’s star hotels generally showed an upward trend. This also shows the attraction of hotel brand logo to customers. By studying the factors such as brand image and service quality, we can establish the viscosity with customers. This paper explores the relationship between various elements and customers and puts forward effective suggestions in order to further improve the service level of the hotel.