Smart service quality in hospitality – A quantitative assessment using MCDM and clustering methods

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2024-09-24 DOI:10.1016/j.ijhm.2024.103931

Nur Ayvaz-Çavdaroğlu, Shilpa Iyanna, Monika Foster

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引用次数: 0

Abstract

Technology is transforming the Hospitality and Tourism (H&T) sector from a “high-touch, face-to-face” to a “high-tech, low-touch” service sector. This changing landscape necessitates a reconfiguration of the traditional service quality dimensions. To make the renowned Service Quality (SERVQUAL) model relevant in today’s dramatically different landscape, this study proposes an extended SERVQUAL framework that incorporates smart service quality as a key dimension. Using the best-worst method (BWM), the relative importance of the extended SERVQUAL dimensions is assessed from the consumers’ perspective. Furthermore, the discrepancies amongst different consumer groups are identified using latent class clustering. The findings identify rather balanced preference ratios across quality dimensions and age groups; yet, reliability is the most preferred service dimension, while smart service quality is the least. The analysis results imply several important insights into the weighted importance ranking of quality dimensions and the nuanced preferences of data-driven customer segments, being valuable both from theoretical and managerial perspectives.

查看原文本刊更多论文

酒店业的智能服务质量--利用 MCDM 和聚类方法进行量化评估

技术正在将酒店与旅游业（H&T）从 "高接触、面对面 "的服务行业转变为 "高科技、低接触 "的服务行业。这种变化要求对传统的服务质量维度进行重新配置。为了使知名的服务质量（SERVQUAL）模型适用于当今迥然不同的环境，本研究提出了一个扩展的 SERVQUAL 框架，将智能服务质量作为一个关键维度。使用最佳-最差法（BWM），从消费者的角度评估了扩展的 SERVQUAL 维度的相对重要性。此外，还使用潜类聚类法确定了不同消费者群体之间的差异。研究结果表明，不同质量维度和年龄组之间的偏好比率相当均衡；然而，可靠性是消费者最偏好的服务维度，而智能服务质量则是消费者最不偏好的服务维度。分析结果意味着对质量维度的加权重要性排序和数据驱动的客户群体的细微偏好有了一些重要的见解，从理论和管理角度来看都很有价值。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.