Comprehending customer satisfaction with hotels
Comprehending customer satisfaction with hotels
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DOI：
10.1108/ijchm-06-2019-0581
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发表时间：
2020-04
影响因子：
11.1
通讯作者：
Hongxiu Li;Yong Liu;Chee‐Wee Tan;Feng Hu
中科院分区：
文献类型：
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作者：
Hongxiu Li;Yong Liu;Chee‐Wee Tan;Feng Hu
在三因素理论的基础上，本研究旨在揭示不同酒店星级和不同客户群下，酒店属性如基本、兴奋和绩效因素的作用如何不同。本研究通过从中国不同城市的TripAdvisor网站上提取412,784条消费者生成的评论，探讨了酒店属性对客户满意度的非对称影响。通过考虑客户来源和酒店星级评级，研究发现，客人对酒店绩效的期望因其来源(国内和国际客人)和被评价酒店的星级而不同，从而缓和了酒店属性对客户满意度的非对称影响。本研究以中国酒店为背景，对国内外顾客满意度的决定因素进行了比较和对比。在将从这项研究中收集到的见解推广到其他背景下时，仍然应该谨慎。这项研究的发现转化为可操作的指导方针，供酒店经营者做出关于服务改进的明智决策。本研究通过提供对酒店属性对客户满意度的不对称影响的更深层次的理解，扩展了先前的工作。具体地说，本研究深入了解了不同酒店属性在解释不同酒店客户群之间客户满意度方面的差异，如基本因素、绩效因素和兴奋因素。这项研究的发现不仅可以让酒店经营者认识到各种酒店属性在决定顾客满意度方面的重要性，而且还可以指导制定商业策略，通过诱导愉悦而不是挫折来留住顾客。
Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in accordance with different hotel star ratings and distinct customer segments.,This study explores the asymmetric effects of hotel attributes on customer satisfaction by extracting 412,784 consumer-generated reviews from TripAdvisor across different cities in China.,By taking into account the origins of customers and hotel star ratings, the study uncovers that guests’ expectations of hotel performance differ with respect to their origins (domestic and international guests) and the star ratings of the hotels being reviewed, thereby moderating the asymmetric impact of hotel attributes on customer satisfaction.,The study compares and contrasts the determinants of customer satisfaction for domestic and international guests in the context of Chinese hotels. Care should still be exercised when generalizing the insights gleaned from this study to other contexts.,The findings from this study translate into actionable guidelines for hotel operators to make informed decisions regarding service improvement.,The study extends previous work by offering a deeper understanding of the asymmetric impact of hotel attributes on customer satisfaction. Specifically, this study provides a deep understanding of the different hotel attributes such as basic, performance and excitement factors in explaining customer satisfaction among different hotel customer segments. Findings from this study can not only inform hotel operators on the significance of various hotel attributes in determining customer satisfaction but also guide the formulation of business strategies to retain customers by inducing delight and not frustration.