客人满意程度如何?

IF 2 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Tourism Pub Date : 2023-02-21 DOI:10.37741/t.71.1.1
P. Athanasopoulou, Apostolos N. Giovanis, Marilou Ioakimidis
{"title":"客人满意程度如何?","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":"{\"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}","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

摘要

在线评论提供了大量关于客户如何评估服务的不同属性的信息。研究表明,酒店服务属性的表现预期会对顾客满意度产生不对称的影响。本研究的目的是分析在线评论,确定不同的酒店服务属性对酒店客户满意度的影响是不对称的还是对称的,以及这些影响在不同的客户群体中是如何不同的。运用三因素理论和奖惩对比分析法对酒店的正面评价和负面评价进行分析。结果表明,对顾客满意和不满意(混合)最重要的服务属性是位置/通道和人员素质。所有其他属性要么是令人沮丧的(清洁度、过程质量、感知价值),要么是令人不满的(安装质量、房间质量、食物质量)。然而,当样本被分为商务(单人和团体)和休闲(单人,团体,家庭,夫妻)时,结果因客户细分而异。结果表明,应该有一种基于在线评论的定制方法来管理客户满意度,其中服务属性根据其对不同客户群满意度的重要性进行不同的优先级排序。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
查看原文
分享 分享
微信好友 朋友圈 QQ好友 复制链接
本刊更多论文
How Are Guests Satisfied?
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.
求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
Tourism
Tourism HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
3.10
自引率
17.60%
发文量
0
审稿时长
24 weeks
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.
期刊最新文献
Spiritual Tourism Research at the Crowding and Tourism Participant Satisfaction in Dark Immersive Theatre Experiences Influence of Gender on Residents’ Perceptions of Tourism Impacts in Southeastern Nigeria From Tourism to Investments, Tracing Economic Footprints in Thailand
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
现在去查看 取消
×
提示
确定
0
微信
客服QQ
Book学术公众号 扫码关注我们
反馈
×
意见反馈
请填写您的意见或建议
请填写您的手机或邮箱
已复制链接
已复制链接
快去分享给好友吧!
我知道了
×
扫码分享
扫码分享
Book学术官方微信
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术
文献互助 智能选刊 最新文献 互助须知 联系我们:info@booksci.cn
Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。
Copyright © 2023 Book学术 All rights reserved.
ghs 京公网安备 11010802042870号 京ICP备2023020795号-1