Many services are inherently intangible, but customers involve in service process. As a result, customers often look for tangible clues (physical evidence and employee performance) as to the nature of the service quality. The primary purpose of this paper is to explore the relationships between physical evidence, employee performance on the service encounter, and the elements of how to influence the customer's perceptions of service quality. There were 303 customers chosen from six hotels as a sample frame. The results showed that customers intended to more appreciate employees' performance than physical surrounding. There were positive relationship between the physical surrounding, the employee performance clues and consumer's response. Particularly servicescapes, rooms and employees' enthusiasm will evidently influence customer satisfaction.