Guest satisfaction & dissatisfaction in luxury hotels: An application of big data
- Title
- Guest satisfaction & dissatisfaction in luxury hotels: An application of big data
- Author
- 안지선
- Keywords
- Luxury hotel service; Online review; Service quality; Satisfaction; Dissatisfaction; Post-purchase behavior
- Issue Date
- 2020-01
- Publisher
- ELSEVIER SCI LTD
- Citation
- INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, v. 84, article no. 102318
- Abstract
- In order to understand the pivotal attributes of luxury hotel service in Malaysia, this study analyses big data in the form of online reviews, as available in TripAdvisor. The content analysis, which was performed using the word frequency analysis has revealed that the main themes of luxury hotel service quality include hotel-related attributes, room-related attributes, staff-related attributes, travel-related attributes, and possible outcomes. The critical incident technique has also been performed to examine the antecedents and outcomes of hotel guests' satisfaction and dissatisfaction. In this study, quality of rooms and interaction with employees have been determined as major drivers of customers' word of mouth and revisit intentions. This study contributes with an empirical analysis of particular features of textual context and discussion of the concept of luxury service in the developing countries has been largely neglected so far.
- URI
- https://www.sciencedirect.com/science/article/pii/S0278431919301549?via%3Dihubhttps://repository.hanyang.ac.kr/handle/20.500.11754/161119
- ISSN
- 0278-4319; 1873-4693
- DOI
- 10.1016/j.ijhm.2019.102318
- Appears in Collections:
- GRADUATE SCHOOL OF BUSINESS[S](경영전문대학원) > BUSINESS ADMINISTRATION(경영학과) > Articles
- Files in This Item:
There are no files associated with this item.
- Export
- RIS (EndNote)
- XLS (Excel)
- XML