P. Athanasopoulou, Apostolos N. Giovanis, Marilou Ioakimidis
{"title":"How Are Guests Satisfied?","authors":"P. Athanasopoulou, Apostolos N. Giovanis, Marilou Ioakimidis","doi":"10.37741/t.71.1.1","DOIUrl":null,"url":null,"abstract":"Online reviews provide a wealth of information on how customers assess the different attributes of a service. Research shows that the performance of hotel service attributes is expected to have asymmetric effects on customer satisfaction. The purpose of this study is to analyze online reviews and determine whether different hotel service attributes have asymmetric or symmetric effects on hotel customer satisfaction and how these effects differ for different customer segments. Positive and negative comments on hotels are analyzed using the three-factor theory and penalty-reward contrast analysis. Results show that the most important service attributes for customer satisfaction and dissatisfaction (hybrids) are location/access and personnel quality. All other attributes are either frustrators (cleanliness, process quality, perceived value) or dissatisfiers (installation quality, room quality, food quality). However, when the sample is split into business (solo and groups) and leisure (solo, groups, families, couples) results differ by customer segment. Results show that there should be a customized approach to managing customer satisfaction based on online reviews where service attributes are prioritized differently according to their importance for the satisfaction of different customer segments.","PeriodicalId":46641,"journal":{"name":"Tourism","volume":null,"pages":null},"PeriodicalIF":2.0000,"publicationDate":"2023-02-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Tourism","FirstCategoryId":"1092","ListUrlMain":"https://doi.org/10.37741/t.71.1.1","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 0
Abstract
Online reviews provide a wealth of information on how customers assess the different attributes of a service. Research shows that the performance of hotel service attributes is expected to have asymmetric effects on customer satisfaction. The purpose of this study is to analyze online reviews and determine whether different hotel service attributes have asymmetric or symmetric effects on hotel customer satisfaction and how these effects differ for different customer segments. Positive and negative comments on hotels are analyzed using the three-factor theory and penalty-reward contrast analysis. Results show that the most important service attributes for customer satisfaction and dissatisfaction (hybrids) are location/access and personnel quality. All other attributes are either frustrators (cleanliness, process quality, perceived value) or dissatisfiers (installation quality, room quality, food quality). However, when the sample is split into business (solo and groups) and leisure (solo, groups, families, couples) results differ by customer segment. Results show that there should be a customized approach to managing customer satisfaction based on online reviews where service attributes are prioritized differently according to their importance for the satisfaction of different customer segments.
期刊介绍:
Journal TOURISM is an international academic and professional quarterly which welcomes articles on various aspects of travel and tourism. Th e journal emphasises the broadness and interrelatedness of the tourism sector. Manuscripts submitted to the Journal can be processed quickly if they are prepared according to the following guidelines. Manuscripts will be returned to the author with a set of instructions if they are not submitted according to our style guide. No contribution will be accepted which has been published elsewhere, unless it is specifi cally invited or agreed by the Editor.