Satisfaction with response: The impact on potential customers' perceived service quality and intent to stay

IF 4 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM
Dieu Thi Tran , Kiet Tuan Nguyen , Da Van Huynh , Brigitte Stangl
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引用次数: 0

Abstract

Limited research exists on the types of responses to online reviews that effectively meet the expectations of potential hotel guests, and whether their satisfaction with these responses leads to improved perceived service quality and intent to stay. This study examines the Vietnamese Mekong Delta as an emerging destination, investigating how different response approaches and content impact guest perceptions. It is the first to explore how potential guest satisfaction with hotel responses influences service quality perception and intent to stay. A 3 (response approaches namely full response, selective response and no response) x 2 (response content types namely customized response and rote response) between-subject experiment was conducted with 260 participants via Qualtrics.com. Using ANOVAs and PLS-SEM, results reveal that full, customized responses yield the highest satisfaction and perceived service quality. Satisfaction with responses positively impacts intent to stay directly and indirectly via perceived service quality. Given the increased attention to online review management strategies in the post-pandemic context, this study provides valuable insights and managerial recommendations for hoteliers in emerging destinations.
对回应的满意度:对潜在顾客感知服务质量和逗留意向的影响
关于对在线评论的回应类型能有效满足潜在酒店客人的期望,以及他们对这些回应的满意度是否会提高感知服务质量和入住意愿的研究十分有限。本研究将越南湄公河三角洲作为一个新兴目的地进行研究,调查不同的回复方式和内容如何影响客人的感知。这是首次探讨潜在客人对酒店回复的满意度如何影响服务质量感知和入住意愿。我们通过 Qualtrics.com 对 260 名参与者进行了 3(回复方式,即完全回复、选择性回复和无回复)x 2(回复内容类型,即定制回复和死记硬背回复)的主体间实验。通过方差分析和 PLS-SEM,实验结果表明,完整的定制回复能产生最高的满意度和感知服务质量。对回复的满意度会直接或通过感知服务质量间接地对入住意愿产生积极影响。鉴于在线评论管理策略在后大流行时期受到越来越多的关注,本研究为新兴目的地的酒店经营者提供了宝贵的见解和管理建议。
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
Annals of Tourism Research Empirical Insights
Annals of Tourism Research Empirical Insights Social Sciences-Sociology and Political Science
CiteScore
5.30
自引率
0.00%
发文量
44
审稿时长
106 days
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