Nur Ayvaz-Çavdaroğlu, Shilpa Iyanna, Monika Foster
{"title":"酒店业的智能服务质量--利用 MCDM 和聚类方法进行量化评估","authors":"Nur Ayvaz-Çavdaroğlu, Shilpa Iyanna, Monika Foster","doi":"10.1016/j.ijhm.2024.103931","DOIUrl":null,"url":null,"abstract":"<div><div>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.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"123 ","pages":"Article 103931"},"PeriodicalIF":9.9000,"publicationDate":"2024-09-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S0278431924002433/pdfft?md5=510e630fa7e0f96faa5f449c662c8783&pid=1-s2.0-S0278431924002433-main.pdf","citationCount":"0","resultStr":"{\"title\":\"Smart service quality in hospitality – A quantitative assessment using MCDM and clustering methods\",\"authors\":\"Nur Ayvaz-Çavdaroğlu, Shilpa Iyanna, Monika Foster\",\"doi\":\"10.1016/j.ijhm.2024.103931\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><div>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.</div></div>\",\"PeriodicalId\":48444,\"journal\":{\"name\":\"International Journal of Hospitality Management\",\"volume\":\"123 \",\"pages\":\"Article 103931\"},\"PeriodicalIF\":9.9000,\"publicationDate\":\"2024-09-24\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://www.sciencedirect.com/science/article/pii/S0278431924002433/pdfft?md5=510e630fa7e0f96faa5f449c662c8783&pid=1-s2.0-S0278431924002433-main.pdf\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Hospitality Management\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0278431924002433\",\"RegionNum\":1,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"HOSPITALITY, LEISURE, SPORT & TOURISM\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Hospitality Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0278431924002433","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
Smart service quality in hospitality – A quantitative assessment using MCDM and clustering methods
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.
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.